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Volume 6, Issue 5
1 October 1996
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 6, Issue 5
Review Article| October 01 1996

TQM ‐ does it always work? Some reasons for disappointment

John Macdonald
John Macdonald is recognized as a pioneer in bringing the quality revolution to Britain. In 1983 he established Crosby Associated UK Ltd for Philip Crosby, the American quality guru. In 1988 he left Crosby Associates to write books ‐ including the acclaimed books Global Quality ‐ The New Management Culture and But We Are Different ‐ Quality in the Service Sector ‐ and to develop his own concepts. He now advises a number of consultants and corporations worldwide
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1996
Managing Service Quality: An International Journal (1996) 6 (5): 5–9.
https://doi.org/10.1108/09604529610127044

States that many companies have been disappointed with the results of their drive for quality improvement. Outlines ten principal reasons for disappointment, all of which can be circumvented. Submits that the key to lasting success is in the effectiveness of the original assessment and the comprehensiveness of the plan to manage the change.

Keywords: Kaizen, TQM
© MCB UP Limited
1996
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