Investigates the key strategic approaches used by Queensland businesses in achieving their quality objectives. Finds that the highest ranked quality management techniques of total sample firms included a program for reduction in defects, commitment and communication of commitment to quality...

Purpose – A primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The...

Outlines the key factors in the successful use of quality management tools and techniques in a process of continuous improvement. Examines some of the common difficulties in use and application together with tips to overcome and steer around them. Details of a health check for assessing tools...

Reports on research involving eight residential/nursing homes from six different organizations of various sizes. Face‐to‐face interviews were conducted with both the residents and staff in each of the homes. Answers were then matched to see whether the two groups concurred in their opinion...

Describes the relationship between formal quality standards and total quality, supporting the necessity for a formal quality system for most businesses. Addresses the common criticisms of ISO 9000, sets out the minimum criteria for its implementation and a long list of user‐reported benefits.

Describes the implementation, over a two‐year period, of total quality management (TQM) in a design and manufacturing organization managed by traditional methods. Demonstrates the importance of ensuring that the statements made and signals given by a quality improvement team must be correctly...

Features responses to a piece by the Editor on the “Ethics of capitalism”. Views include the point that irresponsibility is not a characteristic of capitalism although it is a characteristic of some people. Also notes some of the moves being made to promote more responsible behaviour from...

Part III of a three‐part series which represents a comprehensive review of the literature by discussing critical factors of TQM in key areas often stressed in implementation case studies, and supported by quality gurus and writers. Such factors are considered as being conducive to the success...

Argues that root cause analysis as it is often used is grounded on tools which are weak and confusing. Illustrates this discussion on root cause analysis with examples. Reviews policy and risk in the light of the discussion. Counsels avoidance of the “mythological absolute” of root cause...

Managerial resistance to TQM is a function of opposing principles, which emphasise expert knowledge and experience, realism and the importance of individual creativity. Ignoring the valid points of this opposition merely drives resistance underground. An open dialogue on first principles is both...