The TQM Magazine: Volume 4 Issue 6
Table of contents
Sowing the seeds of change
Murray DuffinExamines the adoption of TQM by SGS‐Thomson, which first created a semiconductor user reliability evaluation (SURE) quality policy in the late 1970s. Charts the development of…
Centring on excellence
Melanie WilliamsReports on the creation of the Northern Ireland Quality Centre, established to improve the standard of the business community, exchange information on TQM and reward companies for…
Teamwork through Training
Steve SellickDescribes the “Quest for quality” initiative begun by a corrugated cardboard manufacturer in 1989 in order to make the business profitable and more competitive. Starts with the…
Promoting structural change
Alan RossGives an example of how a quality system can be applied to sales and marketing activities. Contends that sales and marketing managers should regularly review procedures to ensure…
Public awareness
Frances A. ClarkDescribes the pressures on public sector services to become more profitable and competitive as well as increasing Service quality to their customers. Details the particular…
3M′s got it taped
David TaegerSpotlights 3M′s “Q90s” quality initiative as part of which, the company′s performance in each of seven areas is benchmarked around the world. Addresses the need to introduce TQM…
Channelling customer loyalty
Roger Brooks, Tim WraggDescribes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the…
Weaving in satisfaction
Melanie WilliamsExplains the decision of Ulster Carpets to choose “total customer satisfaction” (TCS) over traditional “total quality management”, in order to involve the entire workforce in…
Formulating a plan of action
James CreelmanDiscusses the implementation of a TQM programme at Armstrong Europe Services (AES) and the problem‐solving Training workshops which it introduced to help achieve its goal of an 80…
A visible solution
Lonni Rodgers, Jan de VriesSuggests that the most efficient way of problem solving is in groups; demonstrates CEDAC (which stands for cause and effect diagram with the addition of cards), a visual tool for…
Selling satisfaction
Chris AshtonComments on the changes in attitude of sales personnel now that customers wield more power; customer satisfaction, customer care and quality are priorities now that companies…
Registering commitment?
Jonathan TweedAddresses the question of whether registration is appropriate for the sales and marketing divisions within companies in the light of Kodak Ltd′s experience of registering the…