Purpose – The purpose of this paper is to highlight employee diversity at the workplace level in a MNC, and consider its impact upon management attempts to promote a global corporate culture. Design/methodology/approach – The investigation took the form of an ethnographic...

Considers management views on the operation of quality management (QM) strategies in two service sector organizations, financial services and hotel and catering – based on open‐ended interviews with managerial staff. Considers some of the soft/HRM aspects of quality management. Finds that...

Purpose – The purpose of this paper is to investigate the effectiveness of quality management training by reviewing commonly used critical success factors and tools rather than the overall methodological approach. Design/methodology/approach – The methodology used a web‐based...

This article reports employee attitudes towards quality management (QM) at two organisations in the private services sector. It examines the nature and extent of employee involvement in QM through teamworking, describes the methods which managements use to encourage teamworking, and assesses the...