Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?

Looks at the different types of role that the human resource function has to play in TQM and where it fits in at key stages. Describes the research project. Asserts a link is increasingly being made between the quality of service, product or process, and the quality of staff. Discusses the role...

In recent years, quality management has become topical in management circles. The language of quality has spread throughout manufacturing industry into service industries and also into the public sector. During 1992, almost 900 Institute of Management members completed a questionnaire on quality...

Questions whether “quality” is having as much impact in the financial services sector as the evidence of use of quality management techniques in the UK suggests. Explores the context within which “quality” is finding a place in financial services, and presents the findings of a postal...