Charts the adoption of an internal TQM programme by Aspen Business Communications plc, a UK employee communications agency. Outlines the initial task of identifying the problems and persuading staff that TQM was the answer to improving a perceived lack of quality in the companys services. Studies the results of a series of internal surveys on staff attitudes and appreciation of problems within the company that affect customer service. Concludes with an assessment of a pilot TQM project and the first steps in rolling out a larger companywide project.
The TQM Magazine – Emerald Publishing
Published: May 1, 1991