Presents a model of organisational transformation drawing on case study research and a review of relevant literature. Concludes that it is important for change managers to understand how both the internal and external environments can influence organisational change strategies and activities....

Investigates why some companies make a successful transition from ISO 9000 to TQM while others experience difficulty or failure. Identifies factors influencing a successful transition and their significance in the context of organisational learning. Methodologies employed include literature...

Quality management, by means of total quality management (TQM), is considered to foster organisational performance characterised by competitiveness and long‐term profitability. Since the benefits of quality management cannot be achieved without the sustained performance of equipment affecting...

Companies pursuing certification to quality standards must apply change methodologies to institutionalize the requirements into the business. Existing change models, such as Burke‐Litwin, can serve as the foundation for identifying underlying, predictive variables impacting response variables...

Purpose – Since the importance of implementing portfolio management is growing world‐wide, this paper seeks to report on case‐based research on portfolio management in a company that implemented it along with a new product development process. Design/methodology/approach – This paper...

The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are...

Customer service is now playing a vital role in every company′s attempt to improve the quality of its offering. Based on a number of real‐life projects carried out by the Marketing Improvements Group across many industry sectors, explores three main issues: why companies need a customer...

CEOs and quality practitioners are concerned about quality. Explores the reasons for this concern and examines what needs to be done. Presents and discusses the barriers to quality and quality priorities based upon the results of three questionnaire and interview surveys. Reveals that quality is...

In 1981 the management of a manufacturing plant in Sydney decided to introduce TQM through the implementation of the principles and philosophies laid down by W. Edwards Deming. Determines the effects that this approach has had on the working procedures and the attitudes of employees. Personal...

Carello Lighting is a leading manufacturer of vehicle lighting, operating within a highly competitive market. Three years ago the business embarked on a total quality improvement programme developed with the assistance of the Price Waterhouse Group. Compares the objectives of the total quality...