manufacturing practices (Cua, Mckone, & Schroeder, 2001). We have seen the growing adoption of a range of quality and management systems standards, the emergence of total quality management (TQM), business excellence, performance excellence, Lean thinking and Six Sigma, statistical process control. The battle weary could be excused from taking a rather jaundiced view of this ever-lengthening list of ‘quality’ offers but, by and large, they share many of the principles and elements that are found in TQM (Oakland…
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