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Weaving in satisfaction

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 June 1992

86

Abstract

Explains the decision of Ulster Carpets to choose “total customer satisfaction” (TCS) over traditional “total quality management”, in order to involve the entire workforce in their quality programme. Details the company′s use of awareness sessions and Training to involve employees, as well as the display of successful project teams′ achievements on the TCS noticeboards. Indicates how the directors saw winning the Northern Ireland Quality Award for manufacturing as an opportunity to recognise the employees′ contribution to the company′s success, and also as a way of making more improvements, using the feedback from the award judges.

Keywords

Citation

Williams, M. (1992), "Weaving in satisfaction", The TQM Magazine, Vol. 4 No. 6. https://doi.org/10.1108/09544789210034761

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited

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