| Description |
vii, 216 pages : illustrations, 2 forms ; 24 cm |
| Series |
Management, work and organisations |
|
Management, work and organisations.
|
| Contents |
1. Introduction -- 2. What Do We Mean by 'Quality' and 'TQM'? -- 3. The Origins and Development of TQM -- 4. TQM, Organisational Change and Human Resource Management -- 5. TQM in Practice -- 6. Citizens as Customers: the Politics of Quality in Local Government -- 7. Making TQM Work in a Tough Environment: British Steel Teesside Works -- 8. Fads and Fixes - Waving Goodbye to Quality in Financial Services? -- 9. Re-imaging Customer Service: the Management of Quality in Food Retailing -- 10. Pay, Rewards and Recognition: Managing Quality in a Small Firm -- 11. Conclusions: Whither TQM? |
| Notes |
Includes index |
| Bibliography |
Includes bibliographical references (pages 189-206) and index |
| Subject |
Total quality management.
|
| Author |
Wilkinson, Adrian, 1963-
|
| LC no. |
00001370 |
| ISBN |
0333620070 |
|
9780333620076 |
|
0333620062 |
|
9780333620069 |
|
