The TQM Magazine: Volume 1 Issue 2
Table of contents
TQM Fact Finding Mission to Japan
Philip AtkinsonDiscusses how a group of European manufacturing executives had the opportunity of seeing, first hand, the Japanese approach to TQM. Provides insights into their quality practices…
Nine Lessons on Service Quality
Evert GummessonDiscusses how service quality lags behind product quality. Contends that combining the management aspects of product quality, service quality and computer software quality with…
Measuring Customer Satisfaction
Mike AsherAsserts that to maintain the competitive edge, organisations must move quickly to identify and then meet customer satisfaction. Examines methods of identifying customer…
No Unhappy Customers
Peter HaasReveals how attention to quality produces profitable results. Discusses how PC Connection supplies computer software and hardware accessories by direct mail. Asserts that customer…
Healthcare: Is Total Quality Relevant?
William KeyserExamines some of the quality initiatives occurring in the UK National Health Service. Contrasts quality practices in healthcare with TQM in industry and discusses the implications…
Selling a Promise
Rory ChaseDiscusses how, by incorporating the principles of TQM from the outset, State Farm Insurance has achieved a leadership position in its industry. Examines State Farm′s “good…
Strengthening Europe′s Quality Management
Kees van HamDescribes how the European Foundation for Quality Management believes quality must become part of every organisation′s strategic business plan. Discusses how the organisation…
Managing the ″Intangibles″ of Service Quality
Graham ClarkAsserts that managing service quality demands an integrated approach. Contends that top management commitment, robust operating systems, human resources management, and…
Banking on Total Quality
Sue Edwards, Steve SmithExamines how US and British financial institutions are implementing TQM to differentiate themselves from the competition. Discusses how customer satisfaction is achieved through…
KLM Strives for Customer Satisfaction
Andre van BorrendamDescribes how KLM moved gradually towards TQM. Asserts that top management commitment, simple effective methods for measuring the quality of service, and a TQM information system…