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Volume 5, Issue 2
1 April 1995
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 5, Issue 2
Review Article| April 01 1995

The quality mirror: reflecting on improvement Available to Purchase

Marion M. Steeples
Marion M. Steeples
Adviser on quality and management with over 15 years’ experience improving service and manufacturing quality for corporations, universities, and government groups. She is Principal of Resources for Quality, a research and consulting firm in Denver, Colorado, USA. Author of The Corporate Guide to the Malcolm Baldrige National Quality Award, she holds a PhD in Quality and Productivity. She has served on the Baldrige Board of Examiners for five years and is a member of the editorial advisory panel of this journal.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1995
Managing Service Quality: An International Journal (1995) 5 (2): 38–43.
https://doi.org/10.1108/09604529510083567

Discusses firms’ inability to achieve quality via numerous processes, owing to a lack of practical advice. Outlines areas in which results are important; states that the system must be diagnostic. Recommends quality self‐assessment to help firms to implement quality processes. Describes the processes and results achieved by various companies. Concludes that, if used properly, self‐assessment is an invaluable tool which fulfils TQM’s critical requirements.

Keywords:
Assessment, Baldrige Award, Quality, TQM
© MCB UP Limited
1995
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