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Volume 12, Issue 9
1 December 1995
International Journal of Quality & Reliability Management Cover Image for Volume 12, Issue 9
Article Contents
Research Article| December 01 1995

Understanding TQM in service systems Available to Purchase

R.R. Lakhe;
R.R. Lakhe
Shri Ramdeobaba Kamla Nehru Engineering College, Nagpur, India.
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R.P. Mohanty
R.P. Mohanty
Cement House, Bombay, India.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6682
Print ISSN: 0265-671X
© MCB UP Limited
1995
International Journal of Quality & Reliability Management (1995) 12 (9): 139–153.
https://doi.org/10.1108/02656719510101240

Attempts to explain the dimensions of total quality management(TQM) in service systems. There are varied perspectives in conceptualizating, articulating and implementing TQM in a very large number of differentiated service organizations. Aims to synthesize these perspectives and present an example of TQM implementation in a banking system. Proposes a conceptual model for measuring the effectiveness of TQM in service systems.

Keywords:
Implementation, Service systems, TQM
© MCB UP Limited
1995
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