scientists Deming and Juran, Deming's management theory, the "System of Profound Knowledge," to determine whether the managerial leadership properties of this theory represent a paradigm shift in current management leadership theory.
             Deming has been labelled "The Father Of Quality", yet his message encompasses leadership principles for all fields of study and all types of organisations. Deming was the person whose teachings in Japan from 1950 onwards, largely initiated a transformation in Japanese business, resulting in what we understand today as the "Japanese Industrial Miracle".
             But what do we comprehend by this word 'quality' indeed the some interpretations of the word can conjure different definitions within each person, quality is a grey area with no cut and dry definitions, quality might be described as more a philosophy than a theory. Quality concerns itself with value judgements and opinions that are negotiable, but cannot be said to be either right or wrong. To bring a definition to this word and its use in conjunction with this work quality will be defined simply as meeting the customers requirements, or to cite Deming "Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy or implied need"
             As the NHS services can defiantly be defined as not paralleling physical goods the creation of the service quality concept was cultivated virtually from scratch. This service quality evolution was based upon the idea of that what customers perceive as quality is important. This point leads to the reasons of change within the NHS, customer satisfaction and economic profitability are linked to the product and service quality. The higher standard of quality results in the greater satisfaction. Oakland (1993) suggests that the motivation for change is triggered by one or more of the following points:-
             In the NHS the motivation was the more likel...