... adopted the model as a means of improving services and demonstrating continuous improvement. For many organisations there can be problems getting employees to “buy in” to the model’s approach and this can adversely affect the benefits that could be gained from implementation. This paper reports...

... of such customer surveys? TQM Customer surveys Continuous improvement Data analysis Objective data are central to many parts of the theory and practice of quality management (Oakland, 1993). Audits, corrective and preventive actions should be based on “objective evidence”. The new ISO 9000...