The TQM Magazine: Volume 6 Issue 5
Table of contents
Quality Management: A Bitter Pill to Swallow or a Panacea for our Pains ?
Steven John MackowskiThe implementation of quality management is not proceeding quicklyenough. Proposes that the delay is caused by avoidance of organizationdisruption in the short term. Presents the…
Quality Awards – a Means to an End or an End in Themselves?
David SteventonMany companies are spending large sums of money and considerablemanagement effort in pursuit of one or more of the recognized qualityawards. There are, however, critics who…
Fostering Creativity
John KindArgues that with increasing competition, the nurturing of creativity isessential to promote differentiation and superiority. Therefore, seniormanagers need to devote much more…
Customer Retention: Focus or Failure
David JamiesonFew companies focus on the key issues of customer satisfaction andloyalty and a large proportion measure for measurement’s sake. By movingaway from traditional methods of…
Alternative Schemes for ISO 9000 Harmonization in Europe
Alan SharpWith the increasing use of ISO 9000, claims have surfaced that theprocess of certification is being carried out in different ways amongthe countries of Europe. This situation is…
Understanding Quality through Systems Thinking
Peter CusinsOutlines, with the aid of diagrams, the core concepts of systems theoryas a basis for understanding the applications of systems thinking inorganizations. Explains ideas like…
To Restructure or Not? That Is the Managerial Question
David StaniforthHighlights the significance of organizational structure in some typicalUK manufacturing firms. Features current research at the SheffieldInstitute of Work Psychology, University…
Manchester United – A Model Example of CQI in Action
Alison JohnsReports on the Continuous Quality Improvement (CQI) Conference of April1994. Manchester United is cited as a model for team building and CQI.The practice of teamwork, with…
Is it Spring or Autumn for TQM?
Colin PittsReviews six years experience with TQ in a large multinationalmanufacturing company. Commitment alone is not enough – ownership isvital. TQ is continuous but not constant, there…
BS 5750 – A Logical Step
Tony ConwayExplains why International Training Service, a human resourcedevelopment consultancy, decided to work towards BS 5750 and how itachieved registration to BS 5750 Part One across…
Quality Paradigm
Robert CooperExamines what can be achieved with a focus on total customersatisfaction. The supplier is a customer, the next operator is acustomer etc. The customer chain is reflected from…
Total Quality Management : Another Mast to String Your Flag to, or a Means to Change a Company’s Culture?
Malcolm ShieldsA shot in time appraisal of the development of TQM within a relativelysmall manufacturing unit (100 people). Details the unit’s originalposition, what methodology was used and who…
How to Sustain the Total Quality Management Process after the First 12 Months
Klaus Lund, Claus ThomsenDescribes symptoms of a TQM process not working. From eight yearsexperience working with TQM in the service industries, an 11‐point planhas been devised for sustaining the TQM…
Measuring Service Quality and Promoting Decentring
Calum Webster, Li‐Chu HungPresents two questionnaires for measuring service quality. Derived fromthe SERVQUAL instrument, they have been field tested on around 100subjects. The adapted questionnaires are…
Should Activity‐based Costing be Considered as the Costing Method of Choice for Total Quality Organizations?
Steve R. Letza, Ken GaddManagers of contemporary organizations are continually examining modernmanagement techniques with a view to adopting best management practicesand thus gain competitive advantage…