`Quality is a winning formula'

Jones, Alan
September 1999
Manager: British Journal of Administrative Management;Sep/Oct99, Issue 16, p10
Academic Journal
Emphasizes Total Quality Management (TQM) as the winning formula behind the success of TNT Express (UK) Ltd. Customer satisfaction as the business goal; Importance of manpower training, innovation, and continuous improvement to attain competitive advantage; Company's preference for people with the right attitudes over educational qualifications.


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