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....

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;...

States that efficient communication of the TQM message is essential if a programme is to be implemented successfully. Underlines the need to tailor communications messages according to who they are directed at, especially employees, and suggests that quality managers work together with public...

Explains the decision of Ulster Carpets to choose “total customer satisfaction” (TCS) over traditional “total quality management”, in order to involve the entire workforce in their quality programme. Details the company′s use of awareness sessions and Training to involve employees, as...

Can a TQM initiative really fail? The primary aim of the article is to convey a more astute understanding of the very essence of TQM. It shows how the TQM philosophy is founded in common sense, and why the infusion of TQM in any organization should result only in a win‐win situation. While...

Describes how the University of Manchester Institute of Science and Technology (UMIST) generic improvement framework was used by a selection from the Trafford Park industrial area. Outlines the two frameworks which were developed, one catering for the needs of small companies and one for larger...

Brent Council has been revolutionized over a period of four to five years, from a local authority characterized by scandal, incompetence and high taxation levels to one which has won awards and national recognition for quality services and quality performance. Records the change and examines the...