Semi‐intelligent quality? An introduction to using computers to resolve quality problems in the motor trade

Emerald - Tập 7 Số 1 - Trang 50-57 - 1997
Stephen C.Willoughby1, D.K.Wilson2
1Research Assistant at the University of Sunderland Business School, Sunderland, UK
2Cowie Professor of Quality and Management Development, at the University of Sunderland, Sunderland, UK

Tóm tắt

Examines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a questionnaire survey followed by a series of meetings with staff to explain the results was found to be an effective means for highlighting problems and stimulating debate. On the other hand, the formulation of TQM strategy was found to be time consuming and complex, quality costing was considered by senior management to be too involved and complex, and there was resistance from middle management. Points out that a rigid approach to TQM cannot be taken in small professional service companies and the approach needs to develop in response to internal needs. Covers the basic introduction and the issue of quality costing.

Từ khóa


Tài liệu tham khảo

1Collins, J.M. and Jefferson, C., “Total quality management or ISO 9001/2, which first? The burning question”, fromQuality and its Applications, Paper for First International Conference on Quality and Its Applications, Penshaw Press, Newcastle upon Tyne, September 1993.

2Dale, B.G., “Starting on the road to success”, The TQM Magazine, Vol. 3 No. 2, April 1991, pp. 125‐28.

3Burr, A., Cutting through the Paperwork: A report on BS 5750/ISO 9000 Support Software, The Manufacturing Systems Consultancy, Haverhill, Suffolk, 1994.

4Lee‐Mortimer, A., “Managing information”, The TQM Magazine, Vol. 3 No. 4, August 1991, pp. 235‐7.

5Moore, G., “Controlling the paperwork”, The TQM Magazine, Vol. 3 No. 4, August 1991, pp. 243‐5.

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Emerald

Tập 7 Số 1

50-57

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