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Describes the “Quest for quality” initiative begun by a corrugated cardboard manufacturer in 1989 in order to make the business profitable and more competitive. Starts with the customer and employee Surveys which were carried out, and the action plan which was developed from them. Explains how the field sales personnel, who are the customers′ first point of contact with the company, were trained and brought together as a team using the same total quality initiatives that were being used in the rest of the company. Shows how the results of customer Surveys were then fed back to the sales team in order for them to improve their performance.

This article describes the National Social Inclusion Programme's Communities of Influence workstream, the premises on which it was founded, the innovative social inclusion practice it proposed, what was learned and how the work will be taken forwards in the future.