Charts the progress of French sub‐contractor SRPI in its attempt to gain ISO 9002 approval in the wake of customers demanding ever higher standards. Defines the steps taken to instigate a TQM programme, drawing up a quality manual and re‐defining the role of quality control managers. The...

Examines how an Israeli electronics company has implemented its TQM policy, specifically by placing a priority on customer satisfaction. Profiles the organization′s TQM philosophy and the way in which quality is managed throughout the company. Spotlights the quality management strategy of...

Reports on how Sodexho has improved service using total quality management. Discusses how achieving customer satisfaction in the service industry means knowing what the customers′ requirements are. Asserts that TQM has allowed the company to create the “perfect” customer/supplier...

Reports on the activities of the Renault Institute for Quality to train its employees in the principles of TQ. Asserts that to make progress, there must be a method and that the advisers must be people with authority. Describes the workings of the Institute, and the training programme. Concludes...

Investigates the Bekaert Group′s Japanese approach to total quality. Discusses how only a few Western companies have succeeded in attaining the levels of competitiveness found in Japanese firms. Describes how a Japanese expert was employed to implement TQM ‐ Japanese style. Discusses how...