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Volume 4, Issue 6
1 December 1994
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 4, Issue 6
Conceptual Paper| December 01 1994

TQM – Lessons to Be Learned from Failure

John McManus
Professional engineer currently working in the transport industry whose research interests are in TQM and business re‐engineering. Previously published work includes “Resisting Change” and “Managing Service Quality: Lessons in Quality”. His forthcoming An Implementation Guide on How to Re‐energize Your Business is being published by Stanley Thornes in January 1995.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1994
Managing Service Quality: An International Journal (1994) 4 (6): 8–9.
https://doi.org/10.1108/09604529410074090

Describes a survey of staff attitudes to TQM undertaken within the IT department of a well‐known UK company. Discusses the findings and concludes that other companies can learn from the company’s unsuccessful implementation.

Keywords: Employee attitudes, Information industry, TQM
© MCB UP Limited
1994
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