Examines how a TQM programme has been implemented within the context of Royal Mail. Demonstrates that within the organization TQM has been “negotiated” around four main factors: the complexities of utilizing the discourse of the customer; the organization′s market dominance in the...

This e-book studies the impact of new types of market based management systems in Western European public sector industrial relations. It points to the different dimensions of public sector change in terms of industrial relations and outlines some of the contradictory outcomes and ongoing...