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The ideas behind Total Quality Management have been known and applied
for many years. In many companies the approach has failed, but in others
it has been a spectacular success.
This book reveals how some of Europe’s best known companies - most of
them winners of the prestigious European Quality Award - set about
planning and implementing their own TQM programmes. In each case the story
is told by someone intimately involved with the implementation and
together they provide a unique insight into the entire process. The
companies include Hewlett Packard, KLM, IBM, Rank Xerox, Texas
Instruments, TNT Express and SGS Thomson.
The book is further supplemented by an opening chapter by Professor Zink,
a long-time champion of TQM in which he outlines its underlying concepts
and describes the European Model.
This remarkable collection is guaranteed to inform and inspire anyone
currently travelling on the TQM road to excellence.
Reviews
' ...accessible and readable' UK Quality
'I found the case studies to be very interesting and believe that this
book is ideally suited to anyone who wishes to gain the European Quality
Award.' Manufacturing Engineer
'This book is well presented, easy to read with good examples of how . ..
companies ...have been able to achieve lasting success and further develop
their companies through to the next stages in business excellence.'
Logistics Focus
Contents
Notes on contributors; Total Quality - a European challenge - K J Zink;
HEWLETT PACKARD Europe - TQM and the quality of management - D Legat; KLM
Royal Dutch Airlines - Total Quality Management in service industries - J
Ran and H Sluis; IBM Italy, Southern Europe, Middle East and Africa (SEMEA)
- using assessment to drive the company’s performance to world class
level - M Fontanazza; Rank Xerox Europe Ltd - resources, impact on society
and business results - L Turner and W Droege; Texas Instruments Europe -
leadership, policy and strategy - H Schwerdtner; Design to Distribution
Ltd (D2D) - customer orientation, strategic partnership and process
management - D Goodsell; Industrias del Ubierna SA (UBISA) - processes,
policy and strategy - J L Martinez; Milliken Carpet - customer and staff
satisfaction - S Stone and S Ashworth; TNT Express (UK) Ltd - people
management and people satisfaction - A Jones; SGS-THOMSON - the impact of
TQM on business results - M Duffin and G Pellegrini; References; Index.
About the Author
Professor Klaus J. Zink is one of Germany’s leading exponents of TQM. In
addition to occupying the Chair in Industrial Management at the University
of Kaiserslautern, he is CEO of a successful consulting company and the
author of more than 150 books or articles on management and technology.
Since 1992 Professor Zink has served on the jury of the European Quality
Award and he is actively involved in the TQM movement at both national and
international levels.
Not available from Gower in the Americas
£53.00 ISBN: 0 566 07800 7 1997 220 pages Hardback
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