Music to their ears

Describes how, when things started to go wrong, EMI turned to its already loyal and committed workforce to help turn things around. By teaching the principles of TQM, the company increased both its productivity and profitability and, when the vinyl record industry started to decline, knowledge of TQM helped those who were made redundant to find alternative employment. Asserts that the key concept of TQM is the involvement of “everyone”. Concludes that the company has had a number of quality improvement groups, solving various problems, and they have discovered that making a simple improvement or adjustment can make a big difference to efficiency and lower costs.