Abstract
Shares some observations following sponsorship by the Scottish Development Agency of a fact‐finding mission to the USA. The objective was to learn from the best US service organizations. Discusses the organisations visited, and asserts that in all, the companies were obviously making superb progress and that the total quality programmes had given them increased opportunities to take advantage of other trends that became evident. Notes that the drive for quality in the USA is epitomised by a profit motive and an efficiency measurement; it is the way of developing the business, retaining customers and making the company profitable for employees and shareholders.
Published Version
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