Gives a practical approach to setting up a training programme, delivering that training, and how that approach may be imitated by other cities. Memphis is a city of about three‐quarters‐of‐a‐million population, with all the problems of a growing city. Governing a city is difficult at...

Managerial resistance to TQM is a function of opposing principles, which emphasise expert knowledge and experience, realism and the importance of individual creativity. Ignoring the valid points of this opposition merely drives resistance underground. An open dialogue on first principles is both...

Discusses who should be the right person to direct a TQM implementation programme. Provides the answer based on experience in helping organisations plan and introduce total quality initiatives. Asserts that what is required is a leader who can create change, force issues when necessary, and make...

Purpose – During the past several years, many hotel management firms have changed their corporate identities. Such corporate identities are based primarily on one of the following three approaches: monolithic, endorsed and branded. The purpose of this paper is to describe the process of...