What is total quality management? How much will it cost? Where does an organisation begin? Justifying the start of a TQM programme can be one of the most difficult steps for a company to take. The following 10 points should help provide the answers.

On a recent study tour of quality companies in the USA, the most impressive speaker of the week was not Roger Milliken of Milliken or Fred Smith of Federal Express, both legends in corporate America, but Vera. Vera works in Administration at Pacific Bell and her story, delivered without slides...

Examines how US and British financial institutions are implementing TQM to differentiate themselves from the competition. Discusses how customer satisfaction is achieved through customer care programmes, quality action teams, improved internal and external communications, and quality performance...

Examines the three essential factors vital to success in transforming culture: clarity of purpose, leadership, and a planned change process. Considers organization culture is a way of describing the behaviours which predominate in the business. Suggests three ingredients to make a difference....