Titlebook: Managing with Total Quality Management; Theory and Practice Adrian Wilkinson,Tom Redman,Mick Marchington Textbook 1998Latest edition Macmil

阴郁

The Origins and Development of TQM,lopment of quality management in the West, where interest arose in response to Japanese competition. The chapter thus puts TQM into its historical context and in so doing identifies the rationale and difficulties involved in its implementation, issues which are developed in more detail in subsequent chapters.

知道

Citizens as Customers: The Politics of Quality in Local Government,ic resonance with the processes practised there. This is also reflected in the volume of articles and case studies which are written about TQM in manufacturing (for example, Dawson and Webb, 1989; Delbridge .., 1992; Wilkinson .., 1994a).

Nmda-Receptor

Pay, Rewards and Recognition: Managing Quality in a Small Firm,stress the need to create a new corporate culture but are rather imprecise as to how this is to be achieved. As Seddon points out ‘all the literature on TQM indicates that to be successful TQM requires a cultural change. That’s usually where the literature stops’ (1990:81). For example a recent TQM text states that:

Mitigate

悬挂

Textbook 1998Latest editionhe role of Human Resource Management.This involves a critical appraisal of TQM, considering both the way in which employees perceive its operation in practice and the question of ‘who gains what‘ from TQM.

领带

Re-imaging Customer Service: the Management of Quality in Food Retailing,and close attention to the management of staff (through management development programmes and a range of human resource policies). The emphasis is on creating a culture and environment in which front-line staff are motivated to want to deliver excellent customer service.

Comprise

jovial

Proclaim

Terminal