Formulating a plan of action

Discusses the implementation of a TQM programme at Armstrong Europe Services (AES) and the problem‐solving Training workshops which it introduced to help achieve its goal of an 80 per cent reduction in non‐conformance within five years, in all areas of the business. Notes the interest generated among employees by the set‐up of corrective action teams and that efforts were subsequently made to involve as many employees as possible. Looks at how the company tackles the subject of customer satisfaction, starting with annual customer Surveys and then creating action plans for improvement. Relates how the principles of TQM, or process improvement as AES calls it, were applied to the sales divisions.