TY  - JOUR
AB  - 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.
VL  - 1
IS  - 6
SN  - 0960-4529
DO  - 10.1108/EUM0000000003148
UR  - https://doi.org/10.1108/EUM0000000003148
AU  - Goldstein I.
PY  - 1991
Y1  - 1991/01/01
TI  - Focusing on excellence
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 325
EP  - 338
Y2  - 2024/04/19
ER  -