The TQM Magazine: Volume 7 Issue 4
Table of contents
Customer care is not good enough
John MacdonaldThousands of supervisors and employees who have direct contact withcustomers are being trained in customer care. Although an importantelement in quality initiatives, customer care…
What is happening in “quality” in the financial services?
Adrian Wilkinson, Darren McCabe, David KnightsQuestions whether “quality” is having as much impact inthe financial services sector as the evidence of use of qualitymanagement techniques in the UK suggests. Explores the…
State‐of‐the‐art study on self‐assessment
Ton van der Wiele, Barrie Dale, Roger Williams, François Kolb, Dolores Moreno Luzon, Andreas Schmidt, Mike WallaceBased on a recent European Committee‐sponsored survey on qualitymanagement self‐assessment. Outlines research methodology and mainfindings. Details reasons for self‐assessment in…
TQM – learning from mistakes and getting it right second time
Bill HollinsHaving failed with one TQ initiative, a container manufacturerrealized that, to remain competitive, the implementation of qualityimprovements was essential. This programme was…
Co‐ordination of protocol and construction: a team approach
Donald Wadkins, Randall Eubanks, Randy Lewis, Mike Light, Daniel Zopff, Brad Lantz, Gregg DammingaOffers an overview of the unique situations arising when installinga wafer fabrication facility into a pre‐existing structure. Discussionincludes management techniques used to…
Guidelines to TQC
Murray DuffinDescribes the origin of TQC (Japanese TQM) and explains theprinciples of TQC and design quality. Defines the principles of TQC andoutlines its primary mechanisms. Concludes that…
How to manage your organization scientifically
Bill RichardsonReflects on the classical administrative approach to strategicmanagement. Discusses how theoretically prescribed steps for improvingthe organization’s functions of supplies…
A holistic management system
Clive HoareAn imperative of any quality system is the need for training anddevelopment of the people who operate the system. Offers a model of howtraining and development may be integrated…