The TQM Magazine: Volume 3 Issue 5
Table of contents
Humane technology
Judith DelsanterAn examination of US telecommunications system and service provider AT&T′s moves to face the challenges brought about by deregulation in 1984 and the advent of competition from…
Counting up the cost
Barrie DaleA summary, in bullet‐point format, of the main issues and queries that need to be addressed in the development of quality costing, based on research work carried out at the…
Non‐stop commitment
Peter PringHighlights the experience of 3M in Europe, which decided it needed fresh impetus to maintain its competitive edge. Details 3M′s so‐called Q90s umbrella programme for business…
Going for gold
Derek HornbyProposes that while many companies claim a commitment to quality, few can withstand serious examinination and suggests the solution is to assure quality by third‐party endorsement…
Signalling change
Robert TyrrellConsiders the failure of a TQM project in a prominent UK building company, despite considerable efforts to publicise and promote the quality ethos. Argues that it failed because…
Attention to detail
James CreelmanExploration of the American Express Company′s experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its…
Getting the message across
Stephen RoyExamines the results of a US report exploring communication methods used by companies who have implemented a company‐wide quality programme to improve efficiency. Offers…
Cleaning up with quality
Steve BedfordThe author identifies a link between the environment and the wider issue of corporate quality, based on ideas developed within TDG, the parent company for logistics and hire…
Speak quality
Peter HillmanArgues that implementing total quality can be carried out in many ways, but an effective communication framework is essential. Highlights the waste of time that ensues from…
Investing in change
David MemmottOutlines how Girobank adopted TQM management techniques for the financial services sector. Illustrates the way Girobank gained commitment to the project from management and…
Reversing the role
Sophy RobinsonCharts the adoption of an internal TQM programme by Aspen Business Communications plc, a UK employee communications agency. Outlines the initial task of identifying the problems…
Chasing perfection
Frank PriceSuggests that aiming for zero defects, though admirable, is not always attainable nor appropriate in certain areas. Outlines a “playful” approach to TQM that postulates that a…