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Volume 5, Issue 3
1 June 1995
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 5, Issue 3
Review Article| June 01 1995

The quality culture: manufacturing versus services Available to Purchase

Kathryn Troy;
Kathryn Troy
Senior Research Associate in The Conference Board’s human resources/organizational effectiveness programme, based in New York, USA.
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Lawrence Schein
Lawrence Schein
Director of the Board’s Total Quality Management Center.
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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 (3): 45–47.
https://doi.org/10.1108/09604529510796403

The notion that quality takes time is not new, but a survey by The Conference Board found that companies need at least three to four years for TQM to be accepted by employees, and eight to ten years for it to be fully implemented. Examines the success rate of TQM in both the manufacturing and service industries.

Keywords:
Corporate culture, Employee attitudes, financial services, Manufacturing industry, TQM
© MCB UP Limited
1995
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