The TQM Magazine: Volume 7 Issue 3
Table of contents
Delight makes the difference: the story of AT&T Universal Card
Jerry HinesIn March 1990, AT&T entered the credit card business under aunique set of circumstances; from its first day in existence, thecompany’s credit card subsidiary built itself up…
The cultural transferability of business and organizational re‐engineering: examples from South‐east Asia
Steve McKennaRe‐engineering presumes that organizational structures andprocesses govern behaviours in an organization; seen as, essentially, aNorth American approach to management…
The city of Memphis, Tennessee, adopts total quality management
James D. GilbertGives a practical approach to setting up a training programme,delivering that training, and how that approach may be imitated by othercities. Memphis is a city of about…
Together TQM and BPR are winners
John MacdonaldContinuous improvement is no longer sufficient to meet customerexpectations. The need is for a radical change in the way we work.Business process re‐engineering (BPR) can help…
The shoulders of giants
Murray DuffinSuggests a list of TQ “giants”, with some notableexceptions (Deming, Taylor), and concludes that Joseph Juran waspre‐eminent among them.
Future developments in total quality management – what can we learn from the past?
Michael SandersonOutlines the early beginnings of the total quality movement andsummarizes its history up to the present day. Relates total qualityissues to the relevant British Standards and…
The total teamwork way
Cyril AtkinsonDraws an analogy between a successful work team and a successfulsoccer team. Identifies several team types which support TQ operations.Suggests that work is evolving from reactive…
Benchmarking: a process‐driven tool for quality improvement
Mohamed Zairi, Rob HuttonSuggests that successful TQM initiatives are frequently spurred by“stretch” goals created by benchmarking an organization’sperformance and practices with others. Differentiates…
Is there a link between total quality management and learning organizations?
Amrik Sohal, Michael MorrisonFocuses on an attempt to determine whether or not there is a linkbetween TQM and learning organizations. Data from three TQM companiesare tested against a series of building…
Quality teams: problems, causes, solutions
L. David WellerAddresses quality in schools, and looks specifically at teacherteams, and the problems facing them as they seek to improve qualitysystems. Suggests that facilitators of quality…
Leveraging re‐engineering through TQM
Brett M. WrightDescribes a case study which leveraged a business processre‐engineering effort through a traditional TQM strategy. Discusses theinterrelationship between TQM and business process…
Total quality management: perspectives for leaders
John C. GrothFocuses on the importance within an organization of a philosophyfor quality management. A clearly defined vision for the organizationserves as a basis for identifying and…