212 страниц. 2014 год. LAP Lambert Academic Publishing Although TQM initiatives initially focused on reducing defects and errors in products and services through the use of measurement, statistics, and other problem solving tools, organisations began to recognise that lasting improvement could not be accomplished without significant attention to the quality of management practices used on a daily basis. Managers began to realise that the approaches they use to deliver services as leaders are the true enablers of quality, customer satisfaction, and business results. In order words, they recognise that quality management is as important as management of quality.