Argues that the amount and complexity of paperwork is increasing, yet investment in replacing manual record‐keeping systems is often a low priority. Highlights the experience of Presswork (Metals) Ltd, which has invested in IT as part of an integrated TQM strategy. Quotes senior managers and charts the progress of the company′s TQM approach, including employee involvement, training and customer/supplier relationships. Concludes that what the company is doing is nothing new, but simply adopting to best advantage the benefits of IT.
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