Repairing the links

The TQM Magazine

ISSN: 0954-478X

Publication date: 1 January 1992


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.



Seath, I. (1992), "Repairing the links", The TQM Magazine, Vol. 4 No. 1.




Copyright © 1992, MCB UP Limited

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.