Describes symptoms of a TQM process not working. From eight years experience working with TQM in the service industries, an 11‐point plan has been devised for sustaining the TQM process after the first 12 months

Examines the latest management fad, business process re‐engineering (BPR). Argues that while little is really new, the need for organizations to embrace process improvement is high. Discusses some key success factors for organizations taking the BPR route.

There are enormous differences in individual results and performance throughout any organisation. By way of a simple formula it is stated that any individual can fulfil his/her full potential in any sphere of life by developing the correct – a positive – attitude.