Implementing a successful quality programme: lessons from those that have failed

Aims to provide a guide for companies to help them implement a successful quality programme, by learning from the many companies which have failed in this regard. By comparing the many companies which were unable to implement a successful quality programme, shows how success or failure can be pre‐determined by addressing four key areas. The first, planning, deals with setting the right quality course for success. The second, commitment, perhaps the broadest area, deals with effective practices for success. The third, opening the quality umbrella, tracks the failure of companies to implement quality company‐wide and beyond. Finally, true customer satisfaction asserts that a purely quality‐based focus is not enough to ensure the survival and success of a quality programme.