What do we mean by 'quality' and TQM' -- The origins and development of TQM -- TQM, organisational change and human resource management -- TQM in practice -- Citizens as customers: the politics of quality in local government -- Making TQM work in a tough environment: British steel teesside works -- Fads and fixes- waving goodbye to quality in financial services -- Re-imaging customer service: the management of quality in food retailing -- Pay, rewards and recognition: managing quality in a small firm -- conclusions: whither TQM

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