A programme of change leading to continuous improvement requires a planned programme to effect it. The six ingredients for change – management commitment; education; implementation; measurement and benchmarking; recognition; and regeneration – are a distillation of the management focus...

Describes the development of a continuous quality improvement process at component manufacturer ICL Kidsgrove. Traces early innovative work with quality circles through to the effects of a company‐wide quality process. Structures, systems and staff practices have all changed considerably...

To be able to deliver consistent quality to hospitality customers, it is ecessary to be able to identify those aspects of the service encounter that bring about satisfaction or dissatisfaction. Explores a simple technique for recording success and failure in service situations. This will allow...