Examines the adoption of TQM by SGS‐Thomson, which first created a semiconductor user reliability evaluation (SURE) quality policy in the late 1970s. Charts the development of statistical process control (SPC) steering committees and the introduction of failure mode effect analysis (FMEA); covers the publication of corporate standards for quality, manufacturing and service; looks at the suggestion schemes launched at each site. Summarizes the SGS‐Thomson quality journey as of 1991, when the organization formally recognised the need to become a TQM company; includes the problems incurred and the lessons learned.
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