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Traces, from its inception, Scott′s Hotels′ highly rated quality improvement programme. Emphasizes experiential learning and development and in particular the difficulties faced by middle managers in accepting and becoming committed to the programme. Highlights the importance of gradual, evolutionary development so as to capture the hearts and minds of managers and operatives alike.
Keywords:
Hotel and catering,
Managers,
Organizational change,
Quality,
TQM,
Training,
Training management
© MCB UP Limited
1994
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