The TQM Magazine: Volume 6 Issue 1
Table of contents
Service Is Different
John MacdonaldArgues that successful implementation of TQM in service organizationsrequires an understanding of the intrinsic differences between them andmanufacturing organizations. These…
Incorporating Quality Performance Objectives into Performance Appraisal Systems
Geoff HuttDescribes how one IT services company, a subsidiary of AT&T, hasdeveloped and implemented a comprehensive performance management system.Outlines the consultative process that was…
Customer Focus Groups: Developments in Health Care
Beverley Holloway, David MobbsThe independent health care industry is experiencing turbulence, withcompetitors currently seeking differentiation using quality focusedstrategies. In pursuit of such strategies…
Lessons in Consistency: Statistical Process Control in Forte plc
Peter Jones, Michael DentReports on a pilot study of the application of statistical processcontrol (SPC) in the staff restaurant at Forte Corporate headquarters,to identify problems of application in the…
A Question of Understanding
Steven J. MackowskiConfusion and mystique about quality is the main reason behind its lackof use. As the movement has grown, the appropriateness of thedefinitions and understanding has not been…
Total Quality Management in Research and Development
Rosalind Taylor, Alan PearsonQuality in research and development (R&D) work has become increasinglyimportant as companies commit themselves to quality improvementprogrammes in all areas of their activity…
Appreciative Management Systems
Clive E. HoareWhen constructing a management system it is possible for thepractitioner to lose the overall objective of the system in the wordyand detailed pursuit of conformance to norms…
Does TQM Impact on Bottom‐line Results?
M. Zairi, S.R. Letza, J.S. OaklandThe US General Accounts Office (GAO) study is, arguably, the firstWestern attempt at linking TQM and bottom‐line results. The studyfocused on the top 20 scorers of the Malcolm…
Total Quality Management: A Framework for Application in Manufacturing
B. Mustafa PulatPresents the philosophy of TQM and operational elements which allow itsapplication in a manufacturing environment. Describes eight suchelements including management leadership…
Starting Total Quality Management from ISO 9000
Michael BradleySome 20,000 companies have been registered as working to theInternational Quality Management Standard ISO 9000, but many have notachieved the improvements in their operations that…
What Is Happening in Quality Management?: Findings from an IM Survey
Adrian Wilkinson, Tom Redman, Ed SnapeIn recent years, quality management has become topical in managementcircles. The language of quality has spread throughout manufacturingindustry into service industries and also…