The quality crusade why industry must heed the message

Two areas of business strategy which have become fashionable talking points in the UK over the last decade are the complementary ideas of ´total quality management´ and ´customer care´. The facts and opinions which point to the importance of quality are legion. The author describes how, despite this overwhelming evidence, the use of quality as a business strategy is invariably ignored by the majority of senior managers and economic advisers in the UK.