The TQM Magazine: Volume 10 Issue 1
Table of contents
Some thoughts on auditing
John PetersLooks at the nature of the consultant‐client encounter with regard to the introduction of quality assurance systems. Notes that while the encounter itself is a dynamic one wherein…
Middle management: the missing link
William RothSuggests that, rather than being a block to quality improvement, middle managers can be a driving force in making improvement happen. Argues for a systemic improvement approach…
The root cause myth
T. Finlow‐BatesArgues that root cause analysis as it is often used is grounded on tools which are weak and confusing. Illustrates this discussion on root cause analysis with examples. Reviews…
Why managers oppose TQM
Samuel FeinbergManagerial resistance to TQM is a function of opposing principles, which emphasise expert knowledge and experience, realism and the importance of individual creativity. Ignoring…
Quality perceptions of internal and external customers: a case study in educational administration
Les GallowaySocial and political influences are increasing the importance of quality in the higher education (HE) sector as in other areas of public service. Quality is an elusive concept in…
Effective management of healthcare change
John W. Moran, Baird K. BrightmanIntroduces a change model as a tool to help change leaders and agents to understand why resistance to change occurs and to suggest some ways to reduce resistance. Suggests four…
A comparative study of nine national quality awards
M. Xie, K.C. Tan, S.H. Puay, T.N. GohEver since the Malcolm Baldrige National Quality Award (MBNQA) was established in 1987, many other countries have developed their own version of a national quality award (NQA)…
The progress of quality management in Thailand
L. Krasachol, P.C.T. Willey, J.D.T. TannockDescribes the progress of quality management in Thailand. Quality management is new to Thai industry, but it has been adopted with great speed in recent years. Reports on a major…
The use of quality tools and techniques in product introduction: an assessment methodology
M. Spring, R. McQuater, K. Swift, B. Dale, J. BookerBased on fieldwork carried out on two Engineering and Physical Sciences Research Council‐funded projects in the area of design, the paper presents the details of an assessment…