Describes the efforts made by Newcastle Breweries to improve its competitiveness by implementing TQM and therefore achieving superior customer satisfaction. Follows the company through its introduction of a “quality customer package” outlining the range of services available to the customer;...

Reflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas ‐ in this case, the “arrivals” process at Heathrow Airport. Describes the process of benchmarking the nearest competitors in order to ascertain their service levels,...

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; believes there will be a rise in numbers of ISO 9000...

Comments on the changes in attitude of sales personnel now that customers wield more power; customer satisfaction, customer care and quality are priorities now that companies cannot afford to lose existing customers and have to work hard to attract new ones. Studies examples of how sales staff...

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the...

The paper presents the development of a continuous improvement process for the customer relations department at Severn Trent Water in the UK. In‐company research was carried out to identify the main barriers to continuous improvement in the areas of leadership, training, communication,...

Profiles a Hungarian company which produces electric lighting equipment, and examines the ways in which it has escaped the constraints of its cultural background by implementing TQM tools and techniques. Shows how the emphasis placed on quality, Customer service and cost reduction, together with...

Reports on the adoption of total quality methods by RNAY Fleetland, a company which undertakes repair and maintenance of military helicopters, and which had to contend with the hurdle of taking the two cultures, military and civilian, within the business and turning them into a quality culture....

Reports on the introduction of a quality culture to Mercury Communications in order to help the company control and direct its growth. Examines the reasons why the quality Customer services programme which was implemented did not succeed as well as expected. Observes how the quality culture was...

States that the TQM approach to quality is going out of fashion, takes as evidence of this the fact that examiners for the Baldrige Award are looking for evidence of customer focus and effective leadership rather than merely a rigid application of TQM methods. Compares the decline of TQM to that...