Switched on to quality

Abstract

In an effort to counter those who claim that total quality management programmes fail, or are too slow at delivering benefits, demonstrates how Yorkshire Electricity has achieved quick, measurable benefits through its quality management programme. Reviews the company′s tough approach and selected priority projects. Distils a number of key learning points from the company′s activities.

Citation

Dooney, J. and Summers, H. (1993), "Switched on to quality", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 17-20. https://doi.org/10.1108/EUM0000000003186