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...

Examines what can be achieved with a focus on total customer satisfaction. The supplier is a customer, the next operator is a customer etc. The customer chain is reflected from supplier to end user. World‐class manufacturing was introduced in 1988 and had resulted in ISO 9001 certification...