Describes the development of a continuous quality improvement process at component manufacturer ICL Kidsgrove. Traces early innovative work with quality circles through to the effects of a company‐wide quality process. Structures, systems and staff practices have all changed considerably...

Corporate culture plays a key role in the adoption and maintenance of a continuous improvement environment. Yet the role that culture does play and its nature tend to be overlooked or simplified so as to be almost meaningless. Overviews aspects of corporate culture and uses a case study of a...

To be able to deliver consistent quality to hospitality customers, it is ecessary to be able to identify those aspects of the service encounter that bring about satisfaction or dissatisfaction. Explores a simple technique for recording success and failure in service situations. This will allow...