The TQM Magazine: Volume 7 Issue 2

Quality management in a post‐socialist society

Richard Floyd Nicholls

The economic, political and social damage of Poland’s period as aSoviet satellite state continues to have major ramifications today. Thisis true in the area of quality management…

Increased productivity and quality through management by values: a case study of Manpower Scandinavia

Harald S. Harung, Tor Dahl

Values, meanings, and attitudes are deep motivators and controllersof human feelings, thinking, speech and action. In management by values,the primary focus is on developing…

Quality inside‐out and outside‐in

Abby Day, Kathryn Toledano

Describes an unusual quality improvement programme which startedearly in 1994 with a publishing company, MCB University Press. It pointsout the approach used, and progress made to…

Increasing involvement in self‐assessment: the Royal Mail approach

Denise Zaremba, Tim Crew

Explains the Royal Mail approach to self‐assessment. An increasingnumber of companies are using a self‐assessment process at anorganizational or business unit level, but this…

Quality starts with designers

Bill Hollins

Argues that 99.9 per cent quality is not enough. Especially inproducts in which the safety of the consumer is at stake, the onlyacceptable level of quality is total. Consumers are…

The democratic dimension of quality, innovation and long‐term success

Susan Jones

Contrasts traditional western organizations with moredemocratically run high performance cultures. Opposing interpersonalattitudes and skills at the root of this contrast are…

Performance measurement as an obstacle to TQM

David Sinclair, Mohamed Zairi

Describes the results of a survey which shows that there is a gapbetween managers’ understanding of the importance of using performancemeasures, and the actual performance…

TQM2 – the methodology: an approach to breathing new life into your TQ effort

Morris Foster, Stuart Smith, Susan Whittle, David Tranfield

Companies which seem to have succeeded in complementing TQprogrammes over time appear to be those which have acquired thecapability to change direction frequently. Argues that the…

Is your TQM programme successful? A self‐assessment tool for managers

Mohammad Ahmadi, Marilyn M. Helms

Develops a methodology, including a questionnaire and possiblestatistical analyses, to answer the question, “Has theimplementation of the total quality management process been…

“Erratic – systematic – organic”

John A. Gilbert, John Gilbert

Argues that the behaviour of people at all levels in anorganization can be categorized according to the“erratic‐systematic‐organic” model. Describes theorganizational behaviour…