The Prudential Experience of Total Quality Management

Describes the “Way of Life” (WoL) Quality Improvement Programme, which was an attempt by Prudential Assurance to improve its position in the marketplace. The programme concentrated originally on the workplace problems and tried to eliminate them. A four‐point strategy was developed and mechanisms were installed to monitor progress. The project has been very successful in terms of reducing unit costs, meeting business targets and improving productivity and externally, Prudential has been seen as a leader in the quality improvement field.