International Journal of Quality & Reliability Management · 1997 · 16 citations · 11 references
Total Quality ManagementCustomer SatisfactionEngineeringStrategic PracticeQuality Management SystemsQuality EvaluationProgram EvaluationQuality Management SystemQuality CriterionManagementStrategic Quality OrientationReliabilityField StudyDesignStrategyImplementation ProcessStrategic ManagementMarketingQuality AssuranceIso 9000BusinessQuality CharacteristicImproved Product QualityBusiness StrategySystematic Approach
Explores the dynamic relationships involved in achieving a strategic quality orientation in a business setting. The relevant literature was revived. A methodology for implementing a strategic quality perspective was developed and tested in a field study. The methodology stresses both the technical and cultural aspects of the implementation process and provides a road map for other businesses pursuing ISO 9000 and total quality management.
11
Why do employees resist change
Paul Strebel · Europa Junta · 1996 · 333 citations
Employee Involvement, Organizational Communication, Resistance To Change +6
On Great Service: A Framework for Action
Gillian Hogg, Leonard L. Berry · Journal of Marketing · 1997 · 293 citations
Demystifying the Development of an Organizational Vision
Mark Lipton · Sloan management review · 1996 · 156 citations
Stanley F. Slater · Business Horizons · 1995 · 144 citations
Technometrics · 1999 · 112 citations
Reliability, Total Quality Management, Customer Satisfaction +15