Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education: Part II

Authors
Tang, KH Zairi, M
Citation
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
Citations number
12
Categorie Soggetti
Management
Journal title
TOTAL QUALITY MANAGEMENT
ISSN journal
09544127 → ACNP
Volume
9
Issue
7
Year of publication
1998
Pages
539 - 552
Database
ISI
SICI code
0954-4127(199810)9:7<539:BQIIAS>2.0.ZU;2-Z
Abstract
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.