A study on the effectiveness of total quality management: case study of Bintulu development authority/ Jering Udol… [et.al.]

Quality is fast becoming one of the competitive issues of the 1980s and 1990s. Pressures for improvement have become intense. The result is a heightened interest in quality management at many Malaysian organizations, both public and private, and a growing recognition of quality's strategic importance. The issue of globalization today has pounded more pressures for quality improvement. A public service organization, the Bintulu Development Authority (BDA), is one among those many organizations that has the drive and ambition to be among the world-class in providing better and quality services to their customers. In August 1994, BDA launched the implementation of TQM in the organization.