The aim of this paper is to evaluate whether the UK regional electricity companies (RECs) has used total quality management (TQM) as a “push” or as a “pull” change methodology. “Push” is the operational improvement role of TQM; “pull” is the strategic or direction giving,...

Total quality management (TQM) has continued to develop as a strategic business improvement approach in organisations and within the Operations Management literature. Strategic TQM is a dynamic phenomenon, reflecting the complexity and technology development in the business environment....