Successful TQM : inside stories from European quality award winners

This text reveals how some of Europe's best known companies - most of them winners of the European Quality Award - set about planning and implementing their own TQM programmes.

In each case the story is told by someone intimately involved with the implementation, and the companies include: Hewlett Packard, KLM, IBM, Rank Xerox, TNT Express, SGS Thomson, and Texas Instruments. The book is further supplemented by an opening chapter by Professor Zink, in which he outlines the underlying concepts of TQM and describes the European model.