Reports on the adoption of total quality methods by RNAY Fleetland, a company which undertakes repair and maintenance of military helicopters, and which had to contend with the hurdle of taking the two cultures, military and civilian, within the business and turning them into a quality culture. Focuses on the customer/supplier chain and possible areas for improvement, especially in Customer service. Argues that effective communication and total employee involvement are the keys to the success of their quality initiative. States that the main change in the company culture has been to focus on prevention rather than failure.
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