3M Prepares for 1992

Abstract

Outlines 3M′s European strategy for achieving total customer satisfaction. Describes how the company has adopted a customer focus strategy as part of its business planning for the 1992 European Single Market. Asserts that exceeding customer expectation is the goal of all operating units. Demonstrates the company′s European strategy towards the working of customer/supplier partnerships. Describes the main components of its customer focus programme. Discusses how one of 3M′s key strategies has been to develop and implement a total quality programme. Concludes that by adopting a customer focus strategy to achieve total customer satisfaction, 3M Europe is demonstrating its total commitment to creating “World Class Quality ‐ a Way of Life”.

Citation

Anderson, D. (1990), "3M Prepares for 1992", The TQM Magazine, Vol. 2 No. 1. https://doi.org/10.1108/EUM0000000003017