Exploration of the American Express Company′s experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its long‐standing goals to those of TQM. Charts the work of training network TMI for American Express with its “putting...

Examination of BP Chemicals′ integration of TQM into its corporate strategy, helping to turn around a £200 million loss in 1981. Shows how the crisis led to a will to survive among the workforce and the launch of a campaign to provide what BP′s customers were asking for, namely, consistent...

Reports on the way in which TNT Express Worldwide is using TQM to bridge the culture gap created by the amalgamation of three branches of the business. Looks at Internal audits carried out to assess levels of Service quality and efficiency of internal communications on a global scale,...

Describes the efforts made by Newcastle Breweries to improve its competitiveness by implementing TQM and therefore achieving superior customer satisfaction. Follows the company through its introduction of a “quality customer package” outlining the range of services available to the customer;...

Introduces the “Quality North Campaign” of 1991: the motivation behind the campaign′s creation; the organisers; the features of the week‐long event; and the companies taking part. Takes a look at how the participants are helping to encourage quality initiatives in local businesses.

Investigates the increasing popularity of the video as a medium for TQM Training. Debates the advantages and disadvantages of using case studies as the subject matter of these Training videos. Reviews the better products on the market and highlights the fact that videos alone do not constitute...

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...

In under two years Hoover has experienced a dramatic transformation. Crucial to this has been the key role given to middle management. The TQM Magazine investigates the Hoover ‘superintendents’.

Discusses how, according to Dutton Engineering, Japan′s success is due to trust, and how companies need to trust their employees, suppliers and customers, and eliminate any “terrorists” who might try to jeopardize their success. Discusses Training and development. Emphasizes how the...

In the concluding part of a three‐part series on Japanese success, reports it has been suggested that it is a combination of long‐term strategies and a united approach. Outlines Japanese history and thinking patterns. Discusses how post war Japan was ready to assimilate the “quality”...