Begins by outlining ICL High Performance Technology’s background and position in the market, and describing the company’s products. States that the company is in transition owing to the constantly changing business environment. Describes how and why ICL has developed a strong focus on quality and outlines the processes adopted to achieve this goal. These include self‐assessment and mobilizing the organization through awareness programmes and various displays as well as entering the UK Quality Awards. Describes ways in which the benefits were measured and key learning points. Concludes by suggesting the way forward.
Hinchcliffe, T. (1996), "ICL High Performance Technology: winner of the 1995 UK Quality Award", Managing Service Quality: An International Journal, Vol. 6 No. 4, pp. 5-10. https://doi.org/10.1108/09604529610120203Download as .RIS
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