Lewis, Winston G.; Fai Pun, Kit; Lalla, Terrence R.M. - In: International Journal of Quality & Reliability Management 23 (2006) 8, pp. 964-985
Purpose – This paper presents the main findings of an empirical study that investigates the effects of the “soft” and “hard” criteria of total quality management (TQM) in four ISO 9001 certified small and medium‐sized enterprises (SME) in Trinidad and Tobago (T&T)....
