...Mary Keating; Denis Harrington This paper reviews the literature on the implementation of quality programs in the Irish hotel industry. Through a review of the literature in service quality, empowerment, and strategy implementation, key issues that affect the achievement of quality are identified...

...Kin Chung Woon In recent years, total quality management (TQM) has been applied extensively in service organisations. Several studies have been undertaken to compare the TQM implementation levels in services and manufacturing. However, none has differentiated the service categories adequately...

... industry. Further, the relevance of lean manufacturing to other industries is considered. © MCB UP Limited 2000 Implementation Aerospace industry Lean production USA A recent example of an industry that has begun to focus on faster, more affordable development, production...

... that lead to the successful implementation of CQI programs in the emergency care of St Mary’s Hospital in Grand Rapids, Michigan. The field work was undertaken from January to November 1996. © MCB UP Limited 1998 Hospitals Implementation Improvement Quality Large increases in health...

...Barrie G. Dale; Mark Smith Presents the details of a Quality Management Implementation Grid derived from the TQM Adoption Model of Dale and Lascelles (1997). The Grid, which has been developed to fit within an A4 boundary, should be used by Directors and Managers of organizations and business units...

... it, and takes them further away from “quality” as it should be understood today. Lays down ten major arguments against the ISO standard, with case examples of what happened as a result of implementation and how those outcomes impacted on customer‐defined quality. Gives some background to the development...

... the implementation process and meant that no one was willing to use the software. Describes how Cowie Group management sought to overcome these problems and make staff aware of the importance of following the quality system by redefining it in language which it believed staff would more readily understand...

..., values and principles, and underlying assumptions. Details four categories of change, notably in the context of improving service quality. Emphasises the need to recognise the reality of change implementation. The basic have a strong service culture, while others have to learn it. Of course, it's much...

... with the company′s director of quality assurance, outlining BRS′s launch into BS5750, the advantages and disadvantages it faced, and how it will take the next step. © MCB UP Limited 1992 DISTRIBUTION IMPLEMENTATION ISO 9000 QUALITY TRANSPORT OPERATIONS Articulating defined marketplace sectors...

...C. Gill Reports on the experiences of two companies in the timber trade and how they were aided in their application for BS5750 registration by the Timber Research and Development Association (TRADA). Identifies ground rules for successful implementation. © MCB UP Limited 1992 BS5750...

...M. Rooney Examines the relevance of the ISO 9000 standard within the health care, local government and education and training services sectors, as well as looking at the benefits of its implementation. Explains that organizations should be clear about what they expect from ISO 9000 beforehand...

...J. Marsh Examines various approaches to implementing TQM in the service industry, specifically within the Avon Training and Enterprise Council. Explains how management commitment to TQM can be achieved and maintained in service organizations. Details the key differences and similarities between...

...A. Simpkin Traces how solicitors Pannone March Pearson became the first firm to be accredited BS5750 Part 2 certification, through an interview with one of the firm′s corporate divisional partners. Describes the implementation process and the main problems encountered, as well as the benefits...

...B. Fletcher Questions why marketing has not played a central role in the development and implementation of TQM programmes. Argues for a greater collaboration between the two areas which would prove beneficial to both sides and gives examples of how this can be implemented. © MCB UP Limited 1991...

...R. Malatino; J. Zeiher; W. Armstrong Reviews TQM implementation by the Naval Air Systems Command (NAVAIR) since the early 1980s. Outlines the benefits, to date, of TQM efforts as well as lessons learnt from applying for, and winning, the Presidential Award for Quality and Productivity Improvement...

...I. Goldstein Describes why and how the General Accounting Office (GAO) ‐ the ′investigative arm′ of US Congress ‐ is approaching Total Quality Management. Sets out the steps that were followed in order to ascertain whether or not to implement TQM and the steps planned for the future approach...