Every concept of total quality management depends on the appropriate actions of people
involved in the business. Managers usually pay attention to what should be done, ignoring
how their actions or directives could affect their colleagues' behaviour or their feelings. The
model proposed in this paper puts employees' mental health in the centre of attention in
order to design and implement a TQM programme. First of all, the parameters of the
observed business process in a specific company should be defined. The actual condition of …

Using work stress measurement to develop and implement a TQM programme: A case of
counter clerks in Serbian Post - Dialnet … Using work stress measurement to develop and
implement a TQM programme: A case of counter clerks in Serbian Post …