Guide to Tqm in Service Industries

If you are considering how to introduce TQM in a service environment, or have been implementing aspects of TQM in services, this new text will help you sort out the realities from the myths of TQM.

Learn from the experiences of service companies in Japan that have been working with TQM since the 1970s and have implemented it through years of changing business and regulatory environments.

Share their knowledge about the pitfalls they have encountered, including:

* Overly dogmatic application of TQM.
* The use of quality activities for their own sake.
* Separation of quality from "real" daily work.

The text includes case studies from eight different Japanese and international service companies, providing many concrete examples of how TQM has been applied.