Beyond the Yellow Brick Road

1 June 1994

journal article
Published by Emerald Publishing in Managing Service Quality: An International Journal

Vol. 4 (3) , 30-35
https://doi.org/10.1108/09604529410057756

Abstract

Investigates the process of installing quality improvement at Design to Distribution Ltd (D2D), a subsidiary of the ICL group. Maintains that this was achieved by means of a major culture change – by educating its workforce. Goes on to explain how this was implemented by the use of the European Foundation for Quality Management (EFQM) model. Concludes that “change is a friend, not an enemy” and that it should be welcomed.

Keywords

MANAGEMENT

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