TOTAL QUALITY MANAGEMENT IN THE UK RETAIL SECTOR

Reviews the level of awareness and use of total quality management(TQM) in the UK retail sector. Surveys top management in retailing for views on TQM and reviews the results to establish knowledgeability of quality issues and the degree of receptiveness to TQM. Seeks views on process improvement and priority business areas, to establish the extent of compatibility between retailer goals and the TQM approach. Considers the potential use of TQM as a means of driving quality improvement in the light of theory, experience and the survey.