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Explains why Harris Distribution has chosen the total quality route to service excellence. Discusses how the organisation made a strategic decision to use quality as a competitive weapon. Asserts only the TQ company will survive. Gives the reasons why the board selected TQM. Asserts that to compete, the customer must be considered paramount ‐ it is everybody′s responsibility to service his customer. Concludes that, for the company, total quality is now a way of life.
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1990
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