Total quality management in leading fast-moving consumer goods companies

Westbrook, Roy and Barwise, Patrick (1995) Total quality management in leading fast-moving consumer goods companies. Total Quality Management, 6 (4). pp. 365-382.


Describes the origins and development of TQM programmes in seven fast-moving consumer goods organizations in the UK and reports on the results of a comparative study identifying methods and techniques used, and the impact of change on performance; eschews the survey approach and relies on single site interviews of people at all levels. Finds in each case that the motivation for embarking on TQM was the arrival of a single individual in a particular post and that, while all had used consultants, their approach was company specific. Presents the results in qualitative terms spiced with verbatim comments and identifies impressive gains both in productivity and morale, as well as quality.

Item Type: Article
Keywords: Total Quality Management; Consumer Goods
Subject(s): Operations management
Centre: Faculty of Operations Management
Date Deposited: 24 Jan 2012 21:22
Last Modified: 23 Oct 2015 14:06

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