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The measurement of the implementation of TQM in Anglian Water Services, directorate of engineering

Philip A. Burgess (Philip A. Burgess is based at Anglian Water Services Ltd, Lincoln, UK)
Lawrence R.P. Reavill (Lawrence R.P. Reavill is based at Systems Science Department, City University, London, UK)

Training for Quality

ISSN: 0968-4875

Article publication date: 1 June 1996

Abstract

Discusses an investigation currently being undertaken into the implementation of total quality management in the engineering directorate of Anglian Water Services Ltd. Identifies the need to measure the effectiveness of the execution of total quality in the company and feed back any recommended changes to enable improvements to be put into effect. A holistic approach to the measurement of the effectiveness of TQM is required not only to investigate and measure the “harder issues” such as structure, strategy and systems of an organization, but also the “softer issues” such as values, beliefs and behaviours (the effects of instigating the harder issues).

Keywords

Citation

Burgess, P.A. and Reavill, L.R.P. (1996), "The measurement of the implementation of TQM in Anglian Water Services, directorate of engineering", Training for Quality, Vol. 4 No. 2, pp. 40-43. https://doi.org/10.1108/09684879610122250

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited