..., until eventually they knew everything about nothing. A perfect example of why many managers are so reluctant to take risks can be observed in companies during the annual round of budget/target setting. The “play it safe” approach is adopted during these sessions in order to avoid the risk of failure...

... process performance. Provides an ideal and effective technique to improving business performance through teamwork. Control charts Measurement Statistical process control Target setting Shows how process measurement is vital to assess how well a company satisfies its customers’ requirements...

... to improve quality is a necessity to stay ahead of the competition. © MCB UP Limited 1989 Customer satisfaction Information systems TQM Measurement Target setting TOTAL QUALITY MANAGEMENT KLM STRIVES FOR CUSTOMER SATISFACTION ANDRÉ VAN BORRENDAM, went down or costs rose more than RETIRED...