Purpose – The purpose of this article is to evaluate the general developments in the form of industrial relations in the UK public sector. Design/methodology/approach – It reviews the main literature on the topic and relevant policy texts. Findings – The article concludes by analysing...

Examines how a TQM programme has been implemented within the context of Royal Mail. Demonstrates that within the organization TQM has been “negotiated” around four main factors: the complexities of utilizing the discourse of the customer; the organization′s market dominance in the...