Abstract :
The author argues that the managerial challenge of the decade is not just to compete on the basis of a worldwide quality standard, but to do so profitably. He states that a focus on customer satisfaction and quality of product or service increases revenue; a focus on productivity, increasing cost effectiveness in production or service delivery, leads to increased profitability, survival of the organisation, and to greater employee satisfaction with the quality of their work life; and to be part of such a performance improvement process in an organisation can be a powerfully satisfying experience, particularly when one understands the whole concept. Here, the author attempts to share this concept and its academic foundations
