Brief discussion on the importance of quality as a control in the marketplace. Compares the measurement of quality by service providers with the high levels of quality achieved by manufacturers. Questions whether service providers adequately measure the quality of their services. The future...

Valid acts of whistleblowing – employees informing on dubious practices in the workplace – is increasingly being viewed in a favourable light, with statutory protection following. Examples of whistleblowing are presented, including education and disaster situations which, being...

While total quality management (TQM) has been widely applied in the management of change, and is likely to remain a priority into the next century, failure rates at times above 75 per cent give cause for concern. The study on which this paper is based has reviewed TQM as an approach to change...

Presents the key findings of a study into quality practices of a number of organisations in one of the Arab countries, Qatar, which is recognised as one of the leading liquefied natural gas‐exporting regions since its reserves of gas represent about 7.4 per cent of the world total. The...

Customer satisfaction is a key issue for all organizations in both the private and public sectors. To survive, you must understand and provide what the customer wants. It is important to understand the entire chain of customers. The needs of each customer must be examined separately. Not only...

Contains a discussion of how the TQM concept can be further developed so as to give more room for innovations grounded in a profound understanding of the customers and their situation. A typology of different quality configurations, based on the three basic themes of customer understanding,...

The Mass Transit Railway Corporation Ltd (MTR) of Hong Kong implemented a total management system (TMS) in its operations engineering department in 1998. In view of the many benefits brought about by TMS upon its implementation, the system has extended to cover the railway operations since 1999....

This paper presents an account of the quality management system designed and adopted using a project alliance approach on the National Museum of Australia project. We discuss the integration of the selection criteria and performance measures and how these were used to provided a risk and reward...