The TQM Magazine: Volume 5 Issue 5
Table of contents
A Question of Ethics
March Laree JacquesRecords the opinions of three quality professionals on the subject of ethics in relation to quality. Describes the efforts of the American Society for Quality Control to define…
That′s Smart Thinking
Ian SeathDescribes how OCS Smarts Group is continuing to find better ways of building relationships with customers and suppliers, whilst emphasising the role of employees in this process…
Supplying Mutual Benefits
Paul DunkAsserts that part of the TQM philosophy is the acknowledgement that everyone has and is a customer. Contends that this has helped many companies improve their internal operations…
It′s a Case of Quality
Ian MillarAsserts that for quality to become part of a company′s natural way of working it needs to be accepted by everyone. Describes how J.I. Case, by utilising its people, has turned…
Empowered Freedom
Mike StaresDescribes how, to produce results similar to that of a small aggressive company, ICL has taken empowerment one step further by transforming some of its business units into…
Service From Within
John Ratcliffe‐Smith, Roger BrooksConsiders providing good Customer service is essential, especially for service companies. Asserts that to be truly effective, Customer service needs to start with satisfying…
Strengthening the Chain
Chuck F. AubreyAsserts that to be competitive, companies need to strike up Service quality alliances. Considers the growing importance of services and the blurring of the distinction between…
Partnering For Profit
Russell PenderLooks at some of the cultural, institutional and systems‐related aspects of building a fruitful relationship between customers and suppliers. Emphasises the importance of…
A Working Partnership
John R. Vincent, Peter HillmanDescribes how John Brown Engineering and Constructors has set up project workshops for all involved parties to work together in a partnership environment. Reviews an approach…
Getting the Right Treatment
Robert E. GrantDescribes the attempts of CMK, in view of the company′s expansion, to get back that “family” feel and get everyone working together. Discusses the decision to adopt a total…
Editorial: Winners All Round
Discusses the work of a research group set up to explore an aspect of Dr. Deming′s philosophy, that being to end the practice of awarding business on the basis of price tag and…