Creating the right balance

Abstract

Reports on the introduction of a quality culture to Mercury Communications in order to help the company control and direct its growth. Examines the reasons why the quality Customer services programme which was implemented did not succeed as well as expected. Observes how the quality culture was later successfully implemented and at subsequent developments made by the company, including process quality teams, quality action teams and quality improvement teams.

Citation

Williams, M. (1992), "Creating the right balance", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034392