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Understanding the People Factors in the Quest for Competitiveness

Quality is a key to competitiveness. It permeates all the activities within an organization and in its broadest sense (as total quality management or organizational excellence) is a way of working that aims to deliver stakeholder satisfaction and long-term corporate success. To establish this way of working requires, among other things, employee understanding and commitment, as well as management awareness about how to create these attributes in their staff. (24 pages)

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