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Understanding the perception

Understanding the perception The article examines the difficulty of defining quality and promotes the use of plain English to break down barriers and dispell illusions among management and staff. Highlights the experience of AT&T Istel in educating and motivating senior managers and creating an open, supportive atmosphere. Illustrates two techniques for focusing on delivering quality both internally and to external customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

Understanding the perception

Hutt, Geoff
The TQM Magazine , Volume 3 (3) – Mar 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0954-478X
DOI
10.1108/09544789110032106
Publisher site
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Abstract

The article examines the difficulty of defining quality and promotes the use of plain English to break down barriers and dispell illusions among management and staff. Highlights the experience of AT&T Istel in educating and motivating senior managers and creating an open, supportive atmosphere. Illustrates two techniques for focusing on delivering quality both internally and to external customers.

Journal

The TQM Magazine – Emerald Publishing

Published: Mar 1, 1991

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