influence the spread and development of quality management systems. Other important issues discussed in this paper are the …

concerning the development of practices, such as engineering methods, for the creation of attractive quality. The current … situation is clearly problematic given the important positive effects assigned to attractive quality in the literature. Design …/methodology/approach – First, different descriptions of attractive quality are examined in order to determine whether there is a common …

quality, Customer service and cost reduction, together with re‐evaluation of jobs and plenty of staff Training has led to the … creation of a quality culture.  …

Introduces the “Quality North Campaign” of 1991: the motivation behind the campaign′s creation; the organisers; the … quality initiatives in local businesses.  …

Challenges the claim by Philip Crosby that “quality is free”, by indicating that there are different definitions of … quality ‐ “conformance” to specifications, or “high or superior” quality, which the author claims is most definitely not free …

Examines the drivers for the increased interest in benchmarking: global competition, quality awards and breakthrough …

Offers the authors′ predictions of how TQM will develop in the near future: states that an increased number of quality … key figures will be presented at board meetings; predicts an increase in public access to comparisons of company quality … quality will become integrated into management systems, including reward schemes and employee evaluation appraisals.  …