Attempts to sketch out directions for business and quality management based on a recent survey of world business leaders. Discusses the reality of global trading on a 24hour basis and considers the findings of a survey carried out to determine how leaders of businesses intend to direct their efforts to become more competitive in the twenty first century. Itemises the universal trends that emerged from the study. Contends that the keys to competitive advantage, business survival and success will be customer focus and quality management in all its forms.
Managing Service Quality – Emerald Publishing
Published: Jan 1, 1991