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Improving Service Performance: A Study of Step-change Versus Continuous Improvement
Improving Service Performance A Study of Stepchange Versus Continuous Improvement
Author: Robert Johnston, etc.
This report compares two different methods of improving performance - radical step-change programmes, such as BPR and incremental continuous-change activities, such as total quality management (TQM). Through a series of case studies and in-depth interviews, it establishes why companies are undertaking such changes, the objectives of the changes ...  more »
ISBN-13: 9780902610583
ISBN-10: 0902610589
Pages: 12
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Publisher: University of Warwick,Warwick Business School
Book Type: Paperback
Members Wishing: 0
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