Putting the customer first

Abstract

Considers the Total Quality culture of Texas Instruments, based predominantly on its commitment to customer satisfaction. Reports on how this quality culture was established, first in the parent company, and subsequently at the manufacturing plant in the UK. Looks at the organizational structure that underpins the success of its quality culture, and at the four tenets of its “Customer #1” policy: teamwork, policy deployment, management by fact, and excellence.

Citation

Chase, R.L. (1992), "Putting the customer first", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034446