Switching on Quality

Describes how Mitel Telecom has forged a strong customer/supplier chain. Discusses how “only as strong as the weakest link” is an accurate description of TQM in operation. Describes how the company has a total dedication to meeting the requirements of external customers as well as co‐workers. Concludes that Mitel′s focus of attention is now on the end customer. Asserts that the internal drive is towards total workforce involvement and continual “process” improvement. Concludes that TQM has provided Mitel with a strategic advantage ‐ it is in total control of its own destiny.