Applying Deming to Service

Abstract

Assesses the current status and future prospects of quality and productivity improvement efforts in business, especially in America. Presents a picture of the state of the art of quality as a way of life in the service sector. Lots of service operations lag behind manufacturers in making quality improvement a part of the corporate culture, not just an add‐on programme.

Citation

Akande, A. (1992), "Applying Deming to Service", Management Decision, Vol. 30 No. 3. https://doi.org/10.1108/00251749210013023