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Article
Publication date: 1 February 1992

Dick de Kievit and Terry Finlow‐Bates

Describes a well‐tested, simple visual aid for determining where a company stands in its TQM implementation process. Provides an example of the “process‐matrix”…

Abstract

Describes a well‐tested, simple visual aid for determining where a company stands in its TQM implementation process. Provides an example of the “process‐matrix”, discussing the basic elements for quality in terms of commitment, organization, training, system mapping, projects, quality assurance certification, customers and writing work instructions.

Details

Managing Service Quality: An International Journal, vol. 2 no. 2
Type: Research Article
ISSN: 0960-4529

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