Learning about quality: a small business perspective

Describes the changes that have taken place in the attitudes of the employees and the culture of a small Australian company as it moves towards total quality management (TQM). The company, MFB Products Pty Ltd, is based in Melbourne, employs 60 people and manufactures a range of racking systems, industrial cabinets and consoles. Relates how, at the start of its TQM journey, the company recognized the importance of thorough training, teamwork and documentation of procedures as crucial to achieving progress towards full TQM implementation. Describes how the need to achieve a change in the attitudes of the employees was also recognized at the outset of the quality initiative. Discusses a number of issues at this company as it learns about quality, attitudes and culture.