Godfrey, Graham; Dale, Barrie; Marchington, Mick; … - In: International Journal of Operations & Production Management 17 (1997) 6, pp. 558-573
Increased control of the process through, for example, reduction of special and common causes of variation, is fundamental to total quality management (TQM), yet this is one of the main areas targeted by its critics. However, there appears to be much misunderstanding between those from the...