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J. Haskett, E. Sassar, C. Hart
Service Breakthroughs
M. Imai
Kaizen: The Key to Japan’s Competitive Success
Technology and Commerce Department of Industry
NIES TQM ‘How to’ approach – guide to concepts, principles and imperatives
W. Deming (1982)
Out of the Crisis
J. Carlzon (1987)
Moments of Truth
N.J. Vogel, C.P.J. Mills
The Australian Quality Awards criteria – a blueprint for organizational change
Safeway
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W. Deming (1982)
Quality, productivity, and competitive position
R.J. Schonberger
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C.A. Voss, C.G. Armistead, R. Johnston, B. Morris
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R. Chase (1981)
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The Machine that Changes the World
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Shigeo Shingo (1985)
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V. Zeithaml (1990)
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K. Ishikawa (1985)
What Is Total Quality Control
B. Carder, J.B. Clark
The theory and practice of employee recognition
Standards Australia
AS3902‐1987/ISO9002‐1987: Quality Systems for Production, Installation and Servicing
W. Skinner (1986)
The Productivity ParadoxThe Productivity-Inclusiveness Nexus
P. Crosby (1984)
Quality Without Tears
R. Yin (1984)
Case Study Research: Design and Methods
R. Hayes (1984)
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S. Shingo
Zero Quality Control: Source Inspection and the Poke‐Yoke System
K.J. Foley
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J. Juran (1951)
Quality-control handbook
P.B. Crosby
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K. Ishikawa
What Is Total Quality Control? – The Japanese Way
C.H. Lovelock
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Robust quality
R.L. Sullivan
Inside the Baldrige Award guidelines
Jennifer Hartnett, S. Schechter, D. Kropp (1988)
Managing Quality: The Strategic and Competitive Edge
Reports on the quality initiative undertaken by Safeway, the largest supermarket chain operating in Victoria, Australia and part of the Woolworth’s group. Illustrates the impact that a “converted” chief executive can have on an organization, and how the organization has been changed through his tremendous energy and conviction. Also illustrates how service organizations typically perceive quality management, especially in an environment highly oriented towards people and customer service. Safeway readily acknowledges that there is still much that can be done within their organization to adopt quality management practices, but they are eager to share their experiences with others. Indeed, it is one of the few service organizations which have made significant progress in this area.
Benchmarking for Quality Management & Technology – Emerald Publishing
Published: Jun 1, 1995
Keywords: Australia; Quality; Supermarkets; TQM
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