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 ========================================================= Important Subscriber Information: The Museum-L FAQ file is located at http://museums.state.nm.us/nmmnh/museum-l.html. You may obtain detailed information about the listserv commands by sending a one line e-mail message to [log in to unmask] The body of the message should read "help" (without the quotes). If you decide to leave Museum-L, please send a one line e-mail message to [log in to unmask] The body of the message should read "Signoff Museum-L" (without the quotes).