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British Airways

C/OM/367. An examination of total quality management in the service industry

29.99 GBP

This paper looks at total quality management (TQM) in relation to the service industry. The paper begins by providing the background to TQM, and follows with an examination of TQM gurus. Examples of TQM are provided and the paper uses British Airways (BA), Toyota, and Motorola as case studies. Other TQM models are evaluated before conclusions are made.


KEYWORDS: Total quality management, TQM, service industry, TQM gurus, British Airways, BA, Motorola, Toyota,

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