Quality improvement through organizational development

Article Abstract:

Total quality management can foster effective organizational leadership through shared governance. In this process, employees are allowed to have input in decisions affecting the organization's working environment, contributing to a sense of interdependence and responsibility. The process also helps improve professional skills, knowledge and capabilities.

Methods, Management, Professional education

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Embracing the feedback: an award winner's experience

Article Abstract:

UK Quality Award winner British Telecommunications PLC plotted organizational response to external feedback to implement quality management processes. Response phases range from shock and denial to consolidation and internalization. By plotting responses, the firm was able to target problems and develop specific strategies and solutions to address them.

Models, Achievements and awards, British Telecommunications PLC, Problem solving

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