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Progress in total quality management: evidence from Australasia

Progress in total quality management: evidence from Australasia States that, although there has been considerable progress with the implementation of total quality management in Australia and New Zealand over the past 15 years since it was pioneered in the manufacturing sector, there is still not a widespread acceptance and implementation of it. As a result, while the best companies in these countries are achieving high levels of competitiveness, the bulk of companies are still reporting mediocre performance in critically important areas such as customer satisfaction. Details how some of Australia and New Zealand’s leading companies have implemented quality improvement initiatives. Reports on a large survey of companies showing that on average, self‐reported measures of employee morale, customer satisfaction and the extent of dissemination of customer requirements throughout a workforce are particular areas for improvement. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality Science Emerald Publishing

Progress in total quality management: evidence from Australasia

Danny Samson
International Journal of Quality Science , Volume 2 (4): 22 – Dec 1, 1997
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22 pages

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
1359-8538
DOI
10.1108/13598539710192593
Publisher site
See Article on Publisher Site

Abstract

States that, although there has been considerable progress with the implementation of total quality management in Australia and New Zealand over the past 15 years since it was pioneered in the manufacturing sector, there is still not a widespread acceptance and implementation of it. As a result, while the best companies in these countries are achieving high levels of competitiveness, the bulk of companies are still reporting mediocre performance in critically important areas such as customer satisfaction. Details how some of Australia and New Zealand’s leading companies have implemented quality improvement initiatives. Reports on a large survey of companies showing that on average, self‐reported measures of employee morale, customer satisfaction and the extent of dissemination of customer requirements throughout a workforce are particular areas for improvement.

Journal

International Journal of Quality Science – Emerald Publishing

Published: Dec 1, 1997

Keywords: Australia; Competitiveness; Improvement; New Zealand; Performance; Quality management

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