Operationalizing Total Quality: A Business Process Approach

Every organization adopts a different approach to making steps towards total quality. Describes a number of variables which are consistent with successful progress down the road towards total quality. Presents observation and analysis of 28 organizations whose quality managers are participating in a qualification programme. Five levels of organizational progress towards total quality have been distinguished, ranging from level one (operational sub‐process improvement) to level five (total process reconception).