... organisation was studied and 20 interviews conducted. The paper provides support for the total quality management approach and suggests that a dual approach combining a service, customer, perspective with an operations, efficiency, perspective might be useful in generating deeper insights to better understand...

...Daniel I. Prajogo Purpose This paper seeks to examine the difference between manufacturing and service firms with respect to the implementation of total quality management (TQM) practices, and the relationship of these practices to quality performance. Design/methodology/approach The empirical...

...John Haywood‐Farmer; Jean Nollet A recent managerial trend is the move towards total quality management(TQM) in all economic sectors: manufacturing, service, public and now the professional services. Successful implementation of TQM requires that staff in adopting organizations change how they work...