In order to provide readers with a better understanding of China’s approach to quality management, this paper presents China’s quality management history, the main quality management efforts adopted by the Chinese government, the product quality situation, and the reasons for product quality...

Describes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the role of marketing is vitally important in building TPQ, as a good quality product can be so easily let down by poor...

Relates a number of stories with regard to unsatisfactory items purchased by the author, describing his efforts to get satisfaction from the companies involved. Considers common elements of the various stories including factors such as: manufacturers of excellent image and reputation failing to...

The first in a series of articles on “customer oriented policing”. Assesses the value structure necessary for successful implementation of management for quality and productivity improvement. Argues that private sector practices may be applied to the public sector and that customer...

Organizations in the construction industry have eschewed implementing TQM practices because short‐term benefits are relatively minimal. As a result, re‐engineering has emerged as an alternative to change. Albeit re‐engineering seeks radical performance improvements, the path to its...

Continuous improvement (CI) is a process used by manufacturing firms to improve quality, reduce lead times, reduce price, and improve delivery reliability. A survey of firms in Australia was conducted to determine the main motives for implementing CI and the focus of CI activities. This article...

The purpose of this study was to test the effects of company size on the strength of the relationship between TQM and organisational performance. Based on a cross‐sectional study of manufacturing firms in Australia and New Zealand, the paper tests two hypotheses involving TQM and...

The paper presents the development of a continuous improvement process for the customer relations department at Severn Trent Water in the UK. In‐company research was carried out to identify the main barriers to continuous improvement in the areas of leadership, training, communication,...

Awards for business excellence are difficult for SMEs to achieve. This paper describes the case of a Merseyside SME that gained ISO 9000 certification in 1991 as well as a Business Excellence award from Excellence North West. Despite these achievements, the organisation soon became aware that...