3M′s got it taped

Spotlights 3M′s “Q90s” quality initiative as part of which, the company′s performance in each of seven areas is benchmarked around the world. Addresses the need to introduce TQM programmes differently to the sales and marketing or manufacturing, engineering and technical functions in a company, according to their different cultures. Shows how the fundamentals of marketing (such as the four Ps) have themselves been used to “sell” TQM to the sales and marketing functions. Examines the difficulties in measuring the success of the quality process in a sales and marketing group.