Williams, Roger; van der Wiele, Ton; van Iwaarden, Jos; … - In: International Journal of Quality & Reliability Management 21 (2004) 6, pp. 603-611
Although total quality management might be defined as a passing fad there are three key reasons why it will remain (or return as) an important issue on the agenda for top management. First, there is growing pressure because of the use of the Internet to create excellence at the operational...