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This paper examines the implementation of the principles of total quality management (TQM), benchmarking, and productivity in the human resource function of a hospital located in the Midwest region of the USA. This case study illustrates how basic efforts made by the human resource director resulted in tremendous saving for the hospital ‐ for example, displaying a small banner helped the hospital save $10,000.
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Moody et al. (1998) studied this question.
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