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A shot in time appraisal of the development of TQM within a relatively small manufacturing unit (100 people). Details the unit’s original position, what methodology was used and who took responsibility for the implementation. Details the benefit gained by the exercise and a perspective from a team of people striving for continual improvement.

Many years ago I used to travel, every three or four months, to Zurich Airport and there pick up a car to drive east, along the southern shores of the beautiful Zurichsee and the Walensee to Liechtenstein, the tiny principality lying just across the Rhine on the border between Switzerland and Austria. My destination was Balzers and these pleasant outings were made necessary by the fact that the pre‐coated thin film substrates supplied by Balzers AG were for incorporation into our BS 9450 approved hybrids and a periodic verification of quality standards was a condition of our continuing approval under so‐called ‘Route 2’ procedures.

Following the discussion at our recent Annual General Meeting, a questionnaire was sent out to all members. Almost half of them replied despite the fact that the time allowed for returning the questionnaire had been kept very short. Some members even provided detailed comments.