The TQM Magazine: Volume 6 Issue 6

Quality Management in Police Services

Robert A. Galloway

The first in a series of articles on “customer oriented policing”.Assesses the value structure necessary for successful implementation ofmanagement for quality and productivity…

Leadership in TQM Implementation : Some Case Examples

Mohamed Zairi

Reviews the literature on leadership and management in the context ofTQM. Discusses an American study which identifies key strengths andareas of improvement. Determines the role…

Does Quality Control Services?

Jeffrey Ridley

Brief discussion on the importance of quality as a control in themarketplace. Compares the measurement of quality by service providerswith the high levels of quality achieved by…

BPR: Hype or Reality?

David Jackson

Examines the latest management fad, business process re‐engineering(BPR). Argues that while little is really new, the need fororganizations to embrace process improvement is high…

Developing a TQM Excellence Model

Samuel K.M. Ho, Christopher K.H. Fung

In contemporary management in the 1990s, TQM is a proven approach forsuccess in manufacturing, services and the public sector. Examines whatis so special about TQM and develops an…

Implementing Quality Function Deployment : A Systems Approach

Yunus Kathawala, Jaideep Motwani

Offers an integrative perspective of quality function deployment (QFD),including its benefits and shortcomings. By developing a model thatincludes within it the antecedents as…

Implementing Major Organizational Change : Can We Really Do It?

D. Lance Revenaugh

Business process re‐engineering (BPR) is a radical rethinking of anorganization and its cross‐functional, end‐to‐end processes and hastaken corporations by storm. Despite the…

It Was a Great Idea, But...

Bob Edinboro, Richard Palmer

Looks at the reasons and requirements for effectively planning andmanaging the implementation of TQM. Examines controlling the resultingrate of change in the organization to…

Bringing Financial Discipline to Service Quality

Bruce S. Fanjoy

Describes annuitized valuation, which is a tool to measure the financialvalue of customer relationships. It measures the asset value of customerand represents the potential net…