ABSTRACT
For extended treatment of organizational case studies on the use of total quality in managing human resources, consult the following: Bowles, J. and Hammond J. (1991). Beyond Quality: How 50 Winning Companies Use Continuous Improvement. New York: G.P. Putnam’s Sons; Lefevre, H. (1990). Government Quality and Productivity—Success Stories. Milwaukee: ASQC Quality Press; Spechler, J.W. (1988). When America Does It Right: Case Studies in Service Quality. Norcross, Ga.: Industrial Engineering and Management Press; Hiam, A. (1992). Closing the Quality Gap: Lessons from America’s Leading Companies. Englewood Cliffs, N.J.: Prentice-Hall; Waterman, Robert H. Jr. (1994). What America Does Right: Learning from Companies that Put People First. New York: W.W. Norton.
