Quality across the board

A revolution is occurring in companies throughout the Western World, it is affecting both service and manufacturing industry, and it is being applied by some of the most influential company names, companies such as IBM, British Airways, ICI, Ford and Philips. This revolution is based on quality. The author gives an insight into programmes known as total quality management or company-wide quality improvement (CWQI). It is an operating philosophy that views every activity as a process, the goal being to improve the quality of the results of all these processes. It should involve everyone at all levels and in all functions. Improving a business is best done on a progressive step-by-step basis. By applying CWQI throughout the business it should be possible to underwrite large step changes in organisations with a myriad of small improvements