The TQM Magazine: Volume 2 Issue 1
Table of contents
Creating Cultural Change
Philip AtkinsonLooks at organizational culture in part 1 of a series on cultural change. Discusses how understanding the importance and dynamics of organisational culture is critical if a TQM…
Strategies for 1992 and Beyond
Walter Boehling, Horst JokschDiscusses how the single european market presents enormous opportunities and challenges. Asserts that survival will more than ever be determined by customer‐driven quality…
Extended Supply Chains
Douglas MacbethDescribes a new approach to improving customer/supplier partnerships. Asserts that Western managers tend to perceive every other company as a potential threat. Contends that…
3M Prepares for 1992
Douglas AndersonOutlines 3M′s European strategy for achieving total customer satisfaction. Describes how the company has adopted a customer focus strategy as part of its business planning for the…
Ilford′s Vendor Programme
John CarsonReports on a discussion with Ilford, manufacturers of photographic equipment and materials, on how their shift from an “adversarial” style of supplier management to a more…
Catering to the customer
Anna KochanReports on how Sodexho has improved service using total quality management. Discusses how achieving customer satisfaction in the service industry means knowing what the customers…
Quality ‐ It′s all in the Mindset
Morris Foster, Susan WhittleExplains how companies such as Milliken, have turned their minds to quality. Discusses how the inability to change basic assumptions guiding a company, helps explain why so many…
Integrating Quality into the Business
David PentecostDiscusses how the privatisation of British Telecom brought new commercial opportunities as well as competitive challenges. Asserts BT′s vision is to become the most successful…
Single Sourcing
Discusses the effects of single sourcing on the buyer. Explains the rationale behind Dr. Deming′s assertion to end the practice of awarding business on price tag alone, but…
The Team Approach
Max McRobbExplains how customers and suppliers should work together for greater profitability. Discusses how it is only with the advent of new quality philosophies that the relationship…
Switching on Quality
David RayfieldDescribes how Mitel Telecom has forged a strong customer/supplier chain. Discusses how “only as strong as the weakest link” is an accurate description of TQM in operation…
Commitment to Service Excellence
Keith MilumExplains why Harris Distribution has chosen the total quality route to service excellence. Discusses how the organisation made a strategic decision to use quality as a competitive…