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Focusing on excellence

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1991

Abstract

Describes why and how the General Accounting Office (GAO) ‐ the ′investigative arm′ of US Congress ‐ is approaching Total Quality Management. Sets out the steps that were followed in order to ascertain whether or not to implement TQM and the steps planned for the future approach to implementation. Recognizes that ongoing benchmarking against world‐class organizations is the way forward in continuously updating quality management programmes.

Keywords

Citation

Goldstein, I. (1991), "Focusing on excellence", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 325-338. https://doi.org/10.1108/EUM0000000003148

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited