Training for Quality: Volume 1 Issue 1

PERSONAL DEVELOPMENT AND ORGANIZATIONAL SUCCESS ‐ QUALITY THROUGH PEOPLE

Roy Brighton

Follows the implementation of a quality programme through from start to finish. Introduces the approach of personalizing quality so that each individual takes an element of…

TOTAL QUALITY MANAGEMENT AND THE CHAMELEON CORPORATION

Matthew Hind

Many different definitions exist of TQM. These either focus on supporting one or more of either product, process, people and customer management initiatives. Most tend to describe…

CUSTOMER OBSESSION

Sue Newton

Examines implementation of the total quality culture in Harvester Restaurants, where it is considered a way of life. Maintains that training is vital to attaining the company′s…

ACTION LEARNING YOUR WAY TO ISO 9000

John Peters

Implementing quality initiatives often fail as the quality managers try to adapt the organization to preconceived ideas of the standard rather than developing the standard around…

TRAINING TEAM LEADERS

Karen Myers

Examines the AA′s method of training staff by empowerment based on encouraging customer care skills, team leadership abilities and team‐building initiatives. Concludes that…

COMMUNAL EDUCATION

Barrie Dale, Ton van der Wiele, Joanna G. Timmers, Roger Williams, Boudewijn Bertsch

Reports a survey which was carried out in 1990 to ascertain the level of training and research needs in the European business community. The results show that, although TQM…

COSTS, DRAWBACKS AND BENEFITS ‐ THE CUSTOMER′S VIEW OF BS 5750

Philip A. Street, June M. Fernie

Very little research is available to help companies which are considering attaining BS 5750. The information that is available tends to be somewhat biased, either coming from the…

DESIGNING A RESPONSIVE QUALITY MANAGEMENT SYSTEM

John Coffey

Wolsey Hall was one of the first open learning providers to obtain BS 5750. In developing this, the college considered developing a TQM approach but felt that it needed a more…