I too was intrigued by the use of TQM in a museum setting but it can be
adapted in a service industry quite easily. In a museum, the directive for
quality should include the visitor experience AND the educational
content/message.

I suggest a business book that reads like some good stories, but has some
meat to it.

Service Breakthroughs
Heskett, Sasser, Hart
The Free Press

Maureen Daly
Wm F Eisner Museum of Advertising & Design

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