Capon, N.; Kaye, M.M.; Wood, M. - In: International Journal of Quality & Reliability Management 12 (1995) 8, pp. 8-22
Seeks to establish the most appropriate measures of TQM success, and to assess by how much the rate of success improves when these measures are used. Describes in outline a study carried out at Colt International using the Baldrige framework. The level of quality was measured secretly at Colt,...