...Chris Taylor Looks at two of the 1995 Baldrige Award Winners. Details their company profiles and briefly discusses the future of the Baldrige Awards. Baldrige Award Companies Quality Since 1987, just 24 companies have won the Malcolm Baldrige National Quality Award, the USA’s coveted...

... biscuit.) © MCB UP Limited 1994 Companies Customers Quality TQM On this occasion, Melvyn Dunrong (MD), Chief Executive of Muddle Manufacturing Ltd meets Thomas Quentin Makepeace (TQM), a well‐known champion of customers, in the reception area. The conversation that follows grows out...

...,mystery shoppers, cards for customer reaction, making work fun, etc. all of which are aimed at making the customer feel special. Companies Customer service Personnel Training This article explains how a number of companies approach their customers with honesty and integrity, how they succeed...

...Jon Choppin Examines, in the form of an amusing discussion, the pros and cons of implementing quality management within a company. Provides definitions of quality and also the customer. Suggests how quality can be improved within a company. Concludes that quality ought to be managed through...