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.

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Year of publication:	1991
Authors:	Hutt, Geoff
Published in:	The TQM Magazine. - MCB UP Ltd, ISSN 1758-6887, ZDB-ID 2024492-7. - Vol. 3.1991, 3
Publisher:	MCB UP Ltd
Subject:	Leadership \| Organizational change \| TQM

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/09544789110032106 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10015033216