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The net effect of the discussion on business process re‐engineering and total quality management has been to focus attention on cross‐functional business flows‐the processes by which organizations actually function. The relative success or failure of an organization can therefore be seen in terms of the relative robustness of its business processes to the dynamics of both its internal and external environments. The increasing use of cross‐functional and multidisciplinary teams to identify and manage process improvement opportunities is a characteristic of the increasing need for an integrated management approach to successful process management. In recent years, the European Quality Award (EQA) model has been used increasingly by organizations to undertake self‐assessments of their business and organizational performance. Describes the framework of the EQA model, and how organizations can use self‐assessment against the EQA model as a strategic tool to build process robustness and achieve integrated management.

Defines total quality management (TQM) as a business approach which focuses on the continuous improvement of an organization’s business processes, and business process re‐engineering (BPR) as a fundamental and radical restructuring of those processes, characterized by discontinuous improvement. Suggests that while BPR has been promoted aggressively as the approach to use if TQM fails, many of the most significant BPR successes have been in organizations with a successful history of TQM. Presents a case study of D2D Ltd which has evolved rapidly from being the captive manufacturing division of ICL plc, to become a successful contract manufacturing business, supplying some of the world’s leading computer giants. The cultural ideology of TQM has provided the environment necessary to sustain new and radical process redesigns. Business process re‐engineering has become an integral part of D2D’s culture, a process‐driven culture built on the ideals and concepts of total quality management.

Our nineteenth volume opens with this page in circumstances as unsettled and uncertain as any in the history of this or any other journal. In defiance of prophecy the European conflict drags its colossal slow length wearily along, bearing with it the hopes and fears of the whole human race. It is not to be wondered at that the aims for which we strive have not made great strides in the year that has just closed. Important as we recognize literature and its distribution to be, the pressing material needs of the people often cause them to lose sight of the invincible fact that the freedom of the human spirit, its intellectual and humane expansion, are, after all is said, the ultimate aims of the war. It will not be of abiding service to the British race if in conquering the Germans we sacrifice beyond redemption all those sources of sweetness and light which have been the outcome of centuries of British endeavour. We do not fear that such sacrifice will be demanded of us, but the logic of material facts demonstrates that all who care for schools, libraries, museums, art galleries, music, and all other agencies for the moral and spiritual uplifting of men, must be on their guard against the well‐meaning but ignorant encroachments of those who would rather “save money” by abolishing them, than, for example, by foregoing their own individual luxuries.

The article discusses phonetic retrieval of written names or words in computer systems. It deals briefly with the two established coding techniques of Davidson and Soundex, and an improved method called Phonix. Phonetic coding is performed on full words, with the ending sounds of words having special significance during the search process which results in likely, less likely, least likely categories of matches. Phonix has been tested, within the URICA library package, on bibliographic databases where it has been used as a secondary method of retrieval after failure of an initial search.

Managers of contemporary organizations are continually examining modern management techniques with a view to adopting best management practices and thus gain competitive advantage. The danger is that managers will adopt a functional stance and consider only narrowly defined management techniques contained within a functional specialism, for example finance or operations management, considering the inter‐functional implications of developing a particular technique. Describes activity‐based costing/management, total quality management and quality costing and considers the extent to which these techniques are interdependent and appropriate for a total quality organization.

The aim of this research is to define the development and boundaries of the retailer brand primarily through the elements of identity and image. Two perspectives are introduced to explain the ways in which three‐dimensional branding and sensory experiences of the retail brand can arise. One approach is marketing led; the other is based on design studies. The study assesses the development of retail branding, the areas in which sensory experience of the retail brand occurs and its implications for retailers. It concludes with new insights into retail branding and proposals for the subject to be studied across disciplinary boundaries.

This paper seeks to shift the focus to the implications of various quality management systems, as a pervasive feature of modern organisational life, for business excellence.

A mail‐based survey is conducted among a total of 150 UK‐based European Foundation for Quality Management‐affiliated organisations. This quantitative methodology sounds appropriate, given that there is a relative dearth of evidence regarding the nature of quality management systems as quality‐driven organisations pursue continuous improvement through such systems.

Together, International Organisation for Standardisation (ISO) series and other total quality management (TQM) models were seen as helping organisations in the journey towards business excellence. Despite the apparently high level of interest in various forms of quality management systems, however, a major discrepancy was found between the rhetoric of these systems and the reality of their practice. For example, little evidence was found that the surveyed organisations were developing a more strategic approach to managing soft aspects of quality management. The results also highlighted the fact that the approach emerging in many organisations seems to be relatively the antithesis of that of the TQM‐driven organisations.

A fundamental limitation of this study relates to its research method and the fact that it draws its data from only a mail‐based survey. Therefore, additional follow‐up research in the form of case studies – qualitative methodology – should be conducted in order to examine more deeply and validate the survey results.

Specifically, despite being viewed as potentially a threat to quality management initiatives, indeed, the paper is in many respects a spirited defence of the distinctive contribution and value of ISO 9000 as a basis and stepping‐stone for TQM success.

This paper updates the earlier work and significantly highlights the move to broaden the aims and process of quality management systems by using international‐wide quality management frameworks.

The authors speculate only about relatively short-term advances in special education for students with emotional and behavioral disorders. Speculation is confined to the overlapping areas of core values, technologies, neuroscience, and law/policy. In core values, the authors hope to see a resurgence of commitment to special, effective instruction and to practice aligned with scientific evidence. It is hoped that technologies will advance practices in instruction, improve the uses of artificial intelligence in teacher training and teaching, and encourage the appropriate use of artificial reproduction to avoid disorders. Neuroscience, it is hoped, will yield more reliable and helpful classification of disorders, better and more useful imaging, and more effective treatment of a variety of emotional, behavioral, and academic problems. In law and policy, the authors hope the Supreme Court's Endrew case will result in greater focus on challenging, appropriate education. Law and policy should also encourage trauma sensitivity in education, make whole-school approaches to trauma sensitivity the priority, and avoid universal trauma screening. Students' and families' legitimate interests in confidentiality and data privacy should be protected in newly constructed information-sharing infrastructures.

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

The paper introduces and annotates periodical articles, monographs, and audiovisual material examining library instruction and information literacy.

Information about each source is provided. The paper discusses the characteristics of current scholarship, and describes sources that contain unique scholarly contributions and quality reproductions.

The information in the paper may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

The International Network of Research Management Societies (INORMS) celebrated its 20^th anniversary in 2021. It was established to increase communication among research management societies. The need for a formal international research management community developed because there was (1) increased international funding of research, (2) the number of international research collaborations was growing, and (3) there was a need to understand research regulations in other countries. INORMS sought to address these issues through international congresses and by providing a forum for member societies to work more closely together on common issues. Membership in INORMS steadily increased over the years. The 20^th anniversary meeting was highlighted with the signing of the Hiroshima Statement that described a research manager’s principles and responsibilities, which include collegiality, inclusiveness, professionalisation, innovation, and accountability. This chapter summarises the factors that led to the formation of INORMS and its history.