Presents the findings of a global survey, undertaken by the European Centre for Total Quality Management (UK), which was aimed at identifying the critical success factors for the “effective internal transfer of best practices”. Overall, 227 organisations took part in the study. Participant...

Benchmarking is the search for best practices that will lead to superior performance in some business activity. Benchmarking can provide organisations with various benefits in process improvement, culture and, in actual financial terms, benchmarking can provide tremendous leverage. The generic...

Features two case studies. The first of these focuses on Royal Mail, provider of a universal delivery service within the UK. Notes how total quality management has evolved within the organization and how the role of internal good practice has underpinned the development of a continuous...

Part 2 of a two‐part article on the transfer of best practices. This article features two case studies. The first of these focuses on Xerox, the document company, and how quality has become embedded into the culture within the company. It tracks the quality progress from the early benchmarking...