effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that …

Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which … service quality is defined and its determinants are identified. Follows with some examples of research completed in the … Manchester School of Management which focus on the measurement of service quality in the health care sector; namely, hospital in …

Draws on a number of recent surveys to address the issue of why corporate transformation and total quality are taking …

Looks at three very different organizations which introduced total quality management following a common framework …

Defining authority is a topic of current interest in quality management. The problem of insuffient definitions of …

Quality is another name for customer satisfaction and the USA cannot afford to ignore its importance. Education and … quality training and suggests the keys to implementing a quality training programme. Covers why quality training is necessary … key requirements of a quality training programme along with Cocheu’s models of improvement strategy and training phases …

Argues that organizations are in the midst of a competitive revolution and quality improvement is an important factor … in the quest to remain competitive. Companies are realizing they need to initiate a quality improvement programme and … solve problems. A quality training programme requires certain elements for it to be successful: a change in the company …

Presents survey results of training for quality in manufacturing companies in Wales. Six geographical areas – Cardiff … indicates a “renaissance” in quality in manufacturing in Wales. Quality is recognized by many organizations in Wales and results … show that companies are beginning to address training in quality requirements. The Wales Quality Centre is used by a large …

studied have made changes, with the leading changes being made in the areas of quality management and workforce training as … they have become more open to examination by the customer organization and with the increased emphasis on quality …

Describes a very simple quality project to improve access to information which is important to the company. Despite the … simplicity of the project, it affected all staff and therefore had considerable impact, promoting the perception of quality as a … fundamental part of all aspects of company life at any level. The project was undertaken three years into the quality programme …