Weaving in satisfaction
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
:MCB UP Ltd
Copyright © 1992, MCB UP Limited