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Many articles have been written on how to implement total quality management (TQM) and have stated that customer satisfaction is the key to long‐term profits. However, there has been little explicitly stated concerning how a company can meet customer requirements and ensure achievement of business objectives. Traditional TQM approaches have had only an implied relationship to a company’s business system and, therefore, have not in practice been integrated within the business system of the company. This paper presents a framework for an approach that integrates the TQM philosophy within the business system context. This framework is illustrated with examples from the Missouri Plant of the Square D Company and the results of implementing the framework over the past four years are discussed.

Purpose – This chapter aims to explore the causes of civil war in West Africa, including the perspectives of those directly involved, both those involved voluntarily and those involved against their will. To this end, we examine the three contiguous war – afflicted coastal countries of Sierra Leone, Liberia and Ivory Coast and as a counterweight, Ghana which has escaped civil war.

Methodology – Brief country case studies are used to explore the motivations of leaders and followers which often diverge. This chapter examines four West African countries:•Sierra Leone and Liberia, which have suffered classic brutal, ‘third war’ civil wars (Holsti, K. (Ed.). (1996). Wars of the third kind. In: The state, war and the state of war. Cambridge: Cambridge University Press).•Ivory Coast, once seen as the West African ‘beacon of stability’ (Royce, E. (2003). Testimony. US House of Representatives Subcommittee on Africa, 2nd February, p. 12) but now suffering a seventh year of civil conflict.•Ghana, the counter case, which has so far survived multiple military coups without descending into national conflagration.

To demonstrate the basic features these countries share in common and to suggest some areas where they diverge, we present core socio-economic data in Table 1.

The respondent data on which much of the analysis is based was collected by Dele Ogunmola from individual interviews, and focus group discussions. In the case of Ivory Coast, there was also an e-interview with a medical missionary who experienced the early stages of the war. Given the tense nature of the situation, for both the individual interviews and the focus groups the selection of participants was purposive. People were selected who were willing to talk about their involvement and could represent a range of different roles and experiences. Thus, for example, the Makeni focus group quoted was recruited at Sumbaya village, which was virtually razed by the rebels. Minor warlords were interviewed but not, regrettably, randomly selected. We also refer to the interviews of ex-rebels conducted in 2009 by John-Idriss Lahai, a former member of the Sierra Leonian Civil Defence Forces and current PhD Student at the University of New England.

Findings – Interviewing in these countries still requires courage on both sides, and while we accept that respondents (especially those at risk of prosecution) may well prevaricate, the overall impression is one of the striking frankness. Most argued that the war was messy and the participants had mixed motivations. The findings confirm that, while grievances play a significant role in providing the fuel for West African civil wars, the greed of both national and international players serves to prolong them. Though Sierra Leone and Liberia experienced opportunistic wars, the Ivory Coast is torn apart over the definition of citizenship. Ghana has survived due to leadership which facilitated economic growth, curbed corruption and prioritised provision of basic services.

Limitations – This is not the place to detail the multitude of coups, wars and treaty negotiations that make up the troubled history of the region (see Adebajo, A. (2002). Building peace in West Africa: Liberia, Sierra Leone and Guinea-Bissau. Boulder, CO: Lynne Rienner. Parallel timelines for each country would demonstrate many interactions across the region, such as the spread of subaltern coups, but at the cost of presenting a long and confusing history. It is enough to stress that these colonially defined countries are linked across borders that are porous to ideas, rebels, refugees and diamonds alike.

I intend to provide an understanding of the possibilities that exist for the judgment of wartime rape at the international, domestic and in-between levels.

What is required is an examination of prosecutions and judgments of the ICTY (International Criminal Tribunal for the former Yugoslavia), the ICTR (International Criminal Tribunal for Rwanda), the SCSL (Special Court for Sierra Leone) and the ICC (International Criminal Court). I employ an international law and gender studies approach.

To count as a crime against humanity, war rape must have been committed as part of a widespread attack on a civilian population. This reflects the idea that war rape is not based solely in the violation of a woman’s body. The problem is that war rapes occur absent the explicit purpose to destroy a community. This chapter provides insight to the historical background of wartime rape to scholars, feminist legal theorists, sociologists, NGOs and lawyers.

By alerting us to the fact that the international community appears to elevate violations of groups or communities over the violation of individual women during conflict, the chapter suggests that the human rights of women may not be fully protected.