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 KPMG - TQM book |
Jumping the Q | |
After In Search of Excellence, management theory was never the same again. At a stroke, the MBAs and statisticians and spreadsheet analysts were shunted off into the wings, and The Customer moved centre stage. If the customer was the star of the new production, the employee was the co-star. Business, it was declared, was no longer about numbers, or computers, or long term strategy - it was about people serving people. |
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