Describes a framework which can be used by retail organizations in planning the introduction of a process of continuous quality improvement. The framework consists of four sections – organizing, systems and techniques, measurement and feedback, and changing the culture. Outlines the key...

Examines the role of senior managers in total quality management (TQM) and provides some pointers as to why they should become involved in TQM. These pointers include the strategic nature of TQM, their personal impact on the credibility of TQM, and their influence in changing the behaviour and...