Investigates quality issues in facilities management, relating themto total quality and customer care. Reassesses the European approach toTQM and compares it with the Japanese standards. Suggests that the onlypurpose of any business is to create a customer. Pinpoints a number ofsteps to be identified on the quality journey to systems capable ofaudit to international quality standards. Concludes that the benefits ofquality initiatives will take time to emerge.
Facilities – Emerald Publishing
Published: Feb 1, 1992
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