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,...

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...