Discusses how transforming a large company from a quality control style of management to TQM requires careful planning and senior management commitment. Reveals how Philips Germany′s 35,000 employees responded to the total quality challenge. Describes a quality policy explained by Deming′s “chain of reaction”. Contends that the wholehearted support of management is the most important element in the successful introduction of TQM ‐ unless those in authority understand and practise TQM, it is no use training the personnel. Concludes that beginning with a quality policy, an extensive well‐structured training programme which involves everybody has to be carried out. Asserts it is a continuous process which needs patience and permanent support from management.
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