Training for Quality: Volume 5 Issue 3

Cultural values, satisfaction and performance in a professional services firm

Ronald J. Burke

Reports on research which examined cultural values in a professional services firm. Data were collected from 1,608 women and men using anonymously completed questionnaires…

There’s nothing normal about SPC!

Henry R. Neave

Knocks the final few nails into the coffin which contains the remains of the notion that the theory and practice of control charting depend on assumptions of normality. The…

The missing quality dimension in a Chinese‐based society ‐ Hong Kong

Victor H. Y. Lo, T.K. Cheng

A survey instrument based on the fundamental concepts of TQM in BS 7850 was developed to measure employees’ motivation and behaviour towards practising TQM in Hong Kong…

Auditing: a slapped wrist or a helping hand?

Claire L. Wharton

Nortel Fixed Wireless Access identified a need to move from a very functional‐based management system to that of a process‐based system. This need was identified by the audit…

Improving teaching and learning: the perceptions minus expectations gap analysis approach

Kasturi Narasimhan

The most commonly used method ‐ the use of a formal questionnaire, administered at the end of term or end of semester ‐ is not useful for generating continuous improvement in the…

Using ISO 9000 to improve customer service

Ian W. Hall

During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was…