The TQM Magazine: Volume 8 Issue 5
Table of contents
An integrated model in quality management, positioning TQM, BPR and ISO 9000
Jack A. CastleReviews developments in total quality management (TQM), business process re‐engineering (BPR) and world‐class manufacturing (WCM). Using modern systems, service quality and…
Quality awards ‐ recognition or model?
George P. LaszloThe recognition of the successes obtained by organizations using the total quality management (TQM) approach has been made historically through quality awards. The validity and…
Quality management in the resources department of Leicester City Council
Charles FarrellThe resources department has introduced a wide range of initiatives to achieve quality management with the aim of delivering quality services to customers. Research has shown an…
The story behind the book: using quality practices to create The Quality Yearbook
James W. Cortada, John A. WoodsThe Quality Yearbook is an annually published 800‐page book designed to keep people who are interested in quality management practices up to date. The editors have employed…
Why should local government show an interest in service quality?
John Davison, Jim GrievesWhy should local government show an interest in service quality? Attempts to answer this question by examining the history of quality improvement in local government and by…
A framework for implementing TQM in construction
Low Sui Pheng, Peh Ke‐WeiUnlike the construction industry, it is a well‐known precept that the manufacturing sector has notably well‐instituted quality systems. This is due to the differing nature of the…
Inside the black bag
Marc MiyashiroReports two contrasting complementary perspectives on the evolving quality tool kit. Offers, first, an approach to creative teamwork and organizational learning using enhanced…
“A bridge too far?”: consistent quality initiatives in financial services
David Knights, Darren McCabeQuality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are…
TQM implementation in New Zealand service organizations
Bridgette Sullivan‐Taylor, Marie WilsonStudies various approaches used in total quality management (TQM) implementation in four mid to large service organizations in New Zealand. The research was conducted through a…
The adoption of ISO 9000 and total quality management in Malaysia
M.A. Idris, W. McEwan, N. BelavendramConsiders the extent to which ISO 9000 and total quality management (TQM) are being successfully implemented in Malaysian manufacturing companies. A survey on Malaysian companies…