Exploration of the American Express Company′s experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its long‐standing goals to those of TQM. Charts the work of training network TMI for American Express with its “putting people first” programme of courses for employees worldwide. A senior AE manager offers opinions of the continuing programme, including employee and customer feedback and the importance of team‐related projects. Relates the TQM work to the AE process of staff appraisal with illustrations of activity to discover how well AE staff are performing. Concludes with a list of future challenges for AE regarding customer service.
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