The TQM Magazine: Volume 2 Issue 2
Table of contents
Malcolm Baldrige Award Winners
R.L. ChaseProfiles the winners of the 1989 US Malcolm Baldrige National Quality Award. Outlines the background to the award. Reports how Milliken & Company and Xerox Corporation Business…
Culture Change: Training
Philip AtkinsonExamines training. Considers training is a key element in creating culture change. Explains the importance of managing the learning environment, maintaining interest and…
Trends in TQM
Steve SmithOn a recent study tour of quality companies in the USA, the most impressive speaker of the week was not Roger Milliken of Milliken or Fred Smith of Federal Express, both legends…
Service Design
Evert GummessonStresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of…
Quality by Design
Anna KochanReveals how Nestle builds quality and safety into its products. Describes how the company employs a strict methodology to safeguard the quality and safety of its products. Reports…
Exceeding customer expectations
Paul GoodstadtProvides insights into NatWest Bank′s approach to managing service quality. Discusses how the bank views service to customers as the fundamental way to differentiate itself in the…
Value to the Customer
John NichollsArgues that TQM falls short as a vehicle for implementing excellence. Asserts that value to the customer is a much better means for delivering excellence than a customer‐led TQM…
Managing process improvement
Paul DaviesBack in February I discussed the different dimensions of TQM and the way in which they influence a company's approach to total quality. In particular, I spoke about time and the…
Lasting improvement
David Ashton, Jill DooneyExamines the quality improvement process and how it is applied to individual business activities. Illustrates two examples of designing quality into a company. Recommends…
Prevention in ICL
Walter BirchinallDescribes ICL′s business process management approach to prevention. Discusses how designing, manufacturing and marketing a product involves thousands of processes. Asserts that to…
Process Design
Ian FergusonShows how to translate the voice of the customer into design processes. Asserts it is esential to apply design tools at the earliest possible stage in the product development…
Quality Management at SAAB
Owe Lilja, Harald Schroder, Torsten KnutssonDescribes SAAB Aircraft′s operator responsibility system. Discusses how the aircraft division has met changing market conditions by adopting a TQM approach to business. Asserts…