...Happy Paul; Umesh Kumar Bamel; Peter Stokes Purpose Indian higher education (HE) is arguably “in the doldrums.” Conformity to minimum standards and requirements combined with ever-eroding quality is the serious threats. Many researchers have suggested adopting a functional approach in universities...

...Bob Little TATA Interactive Systems (TIS), which has one of the world’s largest teams for the design and development of custom‐built e‐learning solutions, is committed to achieving the most exacting quality standards. Towards the end of last year, TIS became the first company providing custom‐built...

...Hsien H. Khoo; Kay C. Tan Compared to the rest of the world, quality management in Russia is still in its infancy. Unless an appropriate quality culture is developed to support and sustain quality management practices, it would be ineffective to introduce quality management systems into Russia...

...Philip G. Cutler; Brian H. Kleiner Aims to provide a guide for companies to help them implement a successful quality programme, by learning from the many companies which have failed in this regard. By comparing the many companies which were unable to implement a successful quality programme, shows...

..., disciplines and so on. Change Effectiveness Individual behaviour Quality Training Training can be a useful tool in helping to resolve significant organizational or management problems. Management often recognizes that training in technical skills delivers real benefits, but will blanch...

...Marie J. Mosely Considers a background to quality and the reasons why total quality management programmes tend not to produce the results normally expected of them. This is essentially due to the impact on the organization and its goals of unconscious predispositions of individuals and groups...

...David Clutterbuck The real nature of customer care is defined as being more than making customers smile. The five main requirements are: understanding the customers, methods of measuring service quality, involving employees at all levels, devolving decision taking on customer care and communication...