Kh. Tang et M. Zairi, Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education: Part II, TOT QUAL M, 9(7), 1998, pp. 539-552
This is the second paper of a three-part series which discusses total quali
ty management (TQM) implementation in a service context. While Part I cover
s the implementation of TQM in financial services by analysing three case s
tudies, Part II covers three case studies in higher education. Commonly rep
orted benefits from the three cases have been pulled out.