"As a first in its field, it is essential reading for all public sector administrative managers who will sooner or later be involved with TQM concepts and their application."- British Journal of Administrative Management. "...a very good book for anyone interested in quality and a must for anyone with responsibility for it ." - Nursing Times "...particularly helpful in clarifying the philosophy and concept of TQM and indeed 'quality' itself." - Journal of Public Health Medicine (Generation of PM publication page 237) "Morgan and Murgatroyd have presented us with a 'benchmark' text on the subject ofTQM." - British Journal of Social Work. "...can be recommended without reservation to colleagues who are interested in developing their thinking about such notions as quality, effectiveness, performance and accountability." - British Psychological Society - Division of Educational and Child Psychology. "...a well-written publication and should be of interest not only to public sector managers but to all health-care professionals who acknowledge that client satisfaction is of fundamental importance as a measure of the quality of care." - Nursing Review. "...well researched and very readable." - Health Economics. "...provides the essentials for the clear understanding of TQM which should be possessed by all Public Sector Managers." - Journal of the Instituted Health Education.