The TQM Magazine: Volume 4 Issue 3
Table of contents
Defending customer satisfaction
Anna KochanExamines how an Israeli electronics company has implemented its TQM policy, specifically by placing a priority on customer satisfaction. Profiles the organization′s TQM philosophy…
Taking on the world
C. Jackson GraysonExamines the drivers for the increased interest in benchmarking: global competition, quality awards and breakthrough improvements. Demonstrates how, why and whom to benchmark in…
Putting the customer first
Rory L. ChaseConsiders the Total Quality culture of Texas Instruments, based predominantly on its commitment to customer satisfaction. Reports on how this quality culture was established…
Clearing up the confusion
Lyn HollingsExplores some of the misconceptions surrounding benchmarking, examining what benchmarking is not, before examining what it is. Answers many of the frequently asked questions about…
Try thinking backwards
Raj NadarajahStates that efficient communication of the TQM message is essential if a programme is to be implemented successfully. Underlines the need to tailor communications messages…
A tale of change
David Wilkerson, Anne Kuh, Tracy WilkersonProvides a “user friendly” benchmarking system which can be used before undergoing organizational change in order to create reference points which will serve as baselines and…
Is quality free?
John NichollsChallenges the claim by Philip Crosby that “quality is free”, by indicating that there are different definitions of quality ‐ “conformance” to specifications, or “high or…
Envisaging the message
James CreelmanInvestigates the increasing popularity of the video as a medium for TQM Training. Debates the advantages and disadvantages of using case studies as the subject matter of these…
It′s just business as usual
David SaxlReports on the use of benchmarking at ICL plc, and how it has been incorporated into the company′s routine processes. States that the key element in the implementation of change…
Comparative testing
Mike NewellExamines the decision of deciding which processes should be focused on in a benchmarking study, driven by the main points of an organization′s strategic plan, which, when…
Mapping out improvement
R.J. DaviesReflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas ‐ in this case, the “arrivals” process at Heathrow…
Holding the gains
Paul DaviesHighlights ways in which companies can measure the performance of their TQM programmes. Warns that in order to avoid a fall‐off in enthusiasm for TQM, managers need to keep a…
Creating the right balance
Melanie WilliamsReports 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…