A questionnaire was mailed to 452 randomly selected service organisations from the "Sales Scan" database (of Australian business) on the basis of sales revenue exceeding $A20 million and/or more than 100 employees. 105 replies were received (23.5%) and 85 of them were useable (18.8%). The results revealed that 44.8% of respondents practised TQM....

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14.3.3 Implement an org-wide continuous improvemnt program

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