1. Batten, J. (1994), “A total quality culture”, Management Review, Vol. 83 No. 5, p. 61.
2. Need radical innovation and continuous improvement? Integrate process reengineering and TQM
3. Department of Commerce (1998), National Institute of Standards and Technology, The Malcolm Baldrige National Quality Award Criteria for 1998.
4. White, J.B. (1996), “Re‐engineering gurus take steps to remodel their stalling vehicles”, Wall Street Journal, November 26, p. 1.