The TQM Magazine: Volume 4 Issue 1
Table of contents
Leading by example
Murray DuffinArgues that in order to change the corporate culture, management should focus on changing its own behaviour first, before leading the rest of the organization into a new culture…
Opening the door to improvement
Andrew Lee‐MortimerDemonstrates how management consultancy CMG has conserved its open culture, despite having grown dramatically in size. Identifies the ways in which the company transfers its…
An uplifting experience
Dominic BodartDescribes a more effective way of changing culture in industry and examines why so many companies are doing it wrong. Looks at two approaches to change and at the circumstances in…
Expressing satisfaction
James CreelmanReports on the way in which TNT Express Worldwide is using TQM to bridge the culture gap created by the amalgamation of three branches of the business. Looks at Internal audits…
An enlightening experience
Miklos IpacsProfiles a Hungarian company which produces electric lighting equipment, and examines the ways in which it has escaped the constraints of its cultural background by implementing…
Favourable recipe
John CottrellPresents an analysis of a recent survey in The TQM Magazine entitled “Total Quality ‐ the formula for success”. States that companies which successfully practice TQM share the…
Brewing up a storm
James CreelmanDescribes the efforts made by Newcastle Breweries to improve its competitiveness by implementing TQM and therefore achieving superior customer satisfaction. Follows the company…
Valuing change
Paul DaviesAnswers the question “When can we stop placing special emphasis on quality?” by stating that organizations can never relax, that continuous improvement does not just “happen”, it…
Surveying the scene
Colin J. Coulson‐ThomasDraws on the results of recent Surveys which highlight the need for clear vision and sustained top management commitment in culture change. Suggests that in order to gain the…
On the right track
Judith M. DelsanterExamines the quality programme initiated by freight train company Southern Pacific Lines in order to become more competitive. Chronicles the design, introduction and…
Baldrige Winners
Judith M. DelsanterProfiles the winners of the 1991 Malcolm Baldrige National Quality Award, all of which were electronics firms and had another point in common, that of focusing on customer…
Winning the strategy war
Andrew Lee‐MortimerReports on the 1991 International Conference on Strategic Manufacturing held by the Strathclyde Institute, whose theme was “Strategy, Quality and Change”. States that training and…
Repairing the links
Ian SeathReports on the adoption of total quality methods by RNAY Fleetland, a company which undertakes repair and maintenance of military helicopters, and which had to contend with the…