ICL Kidsgrove: Engineering a Quality Culture

Describes the development of a continuous quality improvement process at component manufacturer ICL Kidsgrove. Traces early innovative work with quality circles through to the effects of a company‐wide quality process. Structures, systems and staff practices have all changed considerably during the past ten years. Discusses the benefits and problems of such an approach and also examines ways in which this know‐how can be transferred to service industries such as the hospitality sector.