Examines the commitment of Milliken Contract Carpets in the United Kingdom to improve the quality of product and service as perceived by the customer. Describes the background to the adoption of TQM by the parent company, which has defined its approach as “pursuit of excellence”, and which constantly strives to improve quality by benchmarking competitors and by Training managers. Reports on its uses of process improvement teams, customer action teams and supplier action teams which work together to improve quality throughout the organization.
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