Abstract:

Describes the origins and development of TQM programmes in seven fast-moving consumer goods organizations in the UK and reports on the results of a comparative study identifying methods and techniques used, and the impact of change on performance; eschews the survey approach and relies on single site interviews of people at all levels. Finds in each case that the motivation for embarking on TQM was the arrival of a single individual in a particular post and that, while all had used consultant...

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