Quality in Retail and Distribution

Abstract

Retail and distribution is the most customer‐focused of all industries. Companies which continuously research the market are more likely to succeed. Discusses reasons for the continued success of Marks & Spencer and J. Sainsbury are discussed. Quality concepts must be rooted in an organization, including external factors, e.g. suppliers and distributors. Even the best companies, faced with the problems of growth, need to use the concepts of total quality management (TQM) to maintain their competitive advantage and ensure that their culture lives on with new employees.

Citation

Macdonald, J. (1994), "Quality in Retail and Distribution", The TQM Magazine, Vol. 6 No. 4, pp. 11-14. https://doi.org/10.1108/09544789410062722