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.
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
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