Trends in TQM

On a recent study tour of quality companies in the USA, the most impressive speaker of the week was not Roger Milliken of Milliken or Fred Smith of Federal Express, both legends in corporate America, but Vera. Vera works in Administration at Pacific Bell and her story, delivered without slides or notes, held the 30 visitors transfixed. Vera had seen management initiatives come and go and was very underwhelmed by them. ‘So when TQM came along I thought another of those, huh’.