Agenda for change

Looks at how to make TQM works in the service sector. Asserts that what varies is how the message is communicated and the activities controlled. Looks at how to make the process of change to TQM effective. Asserts there has to be an audit of satisfaction of those who deal with the company at all levels. Contends organizational politics are an essential part of the process as key choices have to be made. Asserts that TQ presents the possibility of a more effective customer‐focused organization driving down failure and appraisal costs, and driving out waste. Asserts what is needed is a straightforward improvement process all can own. Concludes that what matters is how effectively everyone is presented with the challenge and encouraged to work it through in the circumstances of their own jobs.