ADRIAN WILKINSON is Professor of Human Resource Management at Loughborough University Business School. He was previously Senior Lecturer in Human Resource Management at the Manchester School of Management (UMIST).TOM REDMAN is Lecturer at Teesside Business SchoolED SNAPE is Lecturer in the Department of Management, Hong Kong Polytechnic UniversityMICK MARCHINGTON is Professor of Human Resource Management and Dean of Management Studies at the Manchester School of Management, UMIST

• List of Tables and FiguresIntroductionWhat Do We Mean by 'Quality' and `TQM'?The Origins and Development of TQMTQM, Organisational Change and Human Resource ManagementTQM in PracticeCitizens as Customers: The Politics of Quality in Local GovernmentMaking TQM Work in a Tough Environment: British Steel TeessideFads and Fixes: Waving Goodbye to Quality?Re-imaging Customer Services: The Management of Quality in Food RetailingPay, Rewards and Recognition: Managing Quality in a Small FirmConclusions: Whether TQM?

ADRIAN WILKINSON is Professor of Human Resource Management at Loughborough University Business School. He was previously Senior Lecturer in Human Resource Management at the Manchester School of Management (UMIST).TOM REDMAN is Lecturer at Teesside Business SchoolED SNAPE is Lecturer in the Department of Management, Hong Kong Polytechnic UniversityMICK MARCHINGTON is Professor of Human Resource Management and Dean of Management Studies at the Manchester School of Management, UMIST

• List of Tables and FiguresIntroductionWhat Do We Mean by 'Quality' and `TQM'?The Origins and Development of TQMTQM, Organisational Change and Human Resource ManagementTQM in PracticeCitizens as Customers: The Politics of Quality in Local GovernmentMaking TQM Work in a Tough Environment: British Steel TeessideFads and Fixes: Waving Goodbye to Quality?Re-imaging Customer Services: The Management of Quality in Food RetailingPay, Rewards and Recognition: Managing Quality in a Small FirmConclusions: Whether TQM?

ADRIAN WILKINSON is Professor of Human Resource Management at Loughborough University Business School. He was previously Senior Lecturer in Human Resource Management at the Manchester School of Management (UMIST).TOM REDMAN is Lecturer at Teesside Business SchoolED SNAPE is Lecturer in the Department of Management, Hong Kong Polytechnic UniversityMICK MARCHINGTON is Professor of Human Resource Management and Dean of Management Studies at the Manchester School of Management, UMIST

• List of Tables and FiguresIntroductionWhat Do We Mean by 'Quality' and `TQM'?The Origins and Development of TQMTQM, Organisational Change and Human Resource ManagementTQM in PracticeCitizens as Customers: The Politics of Quality in Local GovernmentMaking TQM Work in a Tough Environment: British Steel TeessideFads and Fixes: Waving Goodbye to Quality?Re-imaging Customer Services: The Management of Quality in Food RetailingPay, Rewards and Recognition: Managing Quality in a Small FirmConclusions: Whether TQM?