Summarizes the main objectives of the Australian Best Practice Demonstration Program and identifies a number of key human resource (HR) management issues. Argues that there has been a general shift in HR strategy away from the more adversarial, tightly controlled work regimes towards work...

New empirical research is presented on the human resource management implications of introducing a service excellence programme into an Australian optometry company. The case study is used to demonstrate the difficulties of changing employee behaviour and illustrates how the rhetorical hype...

A key strategic objective behind the introduction of TQM centres on ensuring employee commitment and participation in continuous process innovation for the purpose of improving operational efficiencies and developing a competitive edge within the expanding and dynamic marketplace. Uses the...