The TQM Magazine: Volume 16 Issue 5
Table of contents
Evaluating CRM to contribute to TQM improvement – a cross‐case comparison
Adrienne Curry, Elena KkolouThis paper presents a self‐assessment tool which organizations can use to evaluate their use of CRM. Three case study examples are used to illustrate how the tool can be used…
Using ISO9000 to drive continual improvement in a SME
Ann Mulhaney, James Sheehan, Jacqueline HughesAwards for business excellence are difficult for SMEs to achieve. This paper describes the case of a Merseyside SME that gained ISO 9000 certification in 1991 as well as a…
A comparison of ISO 9000:2000 quality system standards, QS9000, ISO/TS 16949 and Baldrige criteria
C.P. KarthaThis paper examines the relationship between ISO 9000:2000 quality standards, QS9000, ISO/TS 16949 and the Baldrige criteria for performance excellence revised in the year 2002. A…
Introduction of TQM in Eurostat, a supranational statistical service
Yves FranchetEurostat, the Statistical Office of the European Communities, describes its experiences on its long journey to quality. Its TQM project, which started some eight years back, has…
An investigation into Japanese 5‐S practice in UK industry
Stephen J. Warwood, Graeme KnowlesThis paper presents the findings of a survey on the use of the Japanese practice of 5‐S for workplace organisation in the UK. The research methodology was to review the…
Quality management and e‐commerce: the role of codes of conduct governing the use of technology
Jennifer Iles, Michael HealyDiscussion of the relationship between TQM and information and communications technology (ICT) normally focuses either on technological issues, or on the role of ICT in enabling…
Lead users concept in building design: its applicability to member selection in technologically innovative projects
Singh IntrachootoThe lead user concept developed by Eric von Hippel is perhaps the only formal method designed specifically for identifying innovators. This paper discusses the applicability of…