1. Jones, J. and Macilwaine, H. (1991). Diagnosing the Organisation: one health authority's experience of Total Quality Management.International Journal of Health Care Quality Assurance,4 (4), 21. The authors float the idea that lack of quality may be the cause of ′40% of operating costs in a service agency′—though they do not explain how this figure is calculated.
2. Crosby, P. B. (1979).Quality is Free: The Art of Making Quality Certain, quoted in Jones and Macilwaine, New York, 21, 1979.
3. Jones, J. and Macilwaine, H. (1991). Diagnosing the Organisation: one health authority's experience of Total Quality Management'.International Journal of Health Care Quality Assurance 4 (4), 21.
4. Jones, J. and Macilwaine, H. (1991). Diagnosing the Organisation: one health authority's experience of Total Quality Management'.International Journal of Health Care Quality Assurance 4 (4), 22.
5. Jones, J. and Macilwaine, H. (1991). Diagnosing the Organisation: one health authority's experience of Total Quality Management'.International Journal of Health Care Quality Assurance 4 (4), 24.