Article Abstract:
Research and consulting firm TARP has identified two arguments that are very successful in obtaining support from financial analysts for quality initiatives. These are that quality and service enhancements can be directly connected with improved revenue and that higher quality permits firms to gain higher margins. Both these arguments can be made using empirical, actual company information. If quality professionals are to be positively received by chief financial officers, they must be able to show that their tactical approaches will have an effect on complaint behaviour, problems or satisfaction with service.
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Article Abstract:
Research into how health care organizations can ensure successful mergers has focused on North Shore Medical Center and AtlantiCare, located on the North Shore of Massachusetts. Those involved in arranging the merger of these two health care organizations decided to have them both assessed by external experts with knowledge of the Malcolm Baldrige National Quality Award criteria. This was intended to produce knowledge of the cultures of both organizations and highlight best practices and opportunities. A key element of this work was an employee opinion survey.
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Article Abstract:
Many suppliers find it hard to identify where they should begin in implementing total quality management (TQM) initiatives. Many are unable to establish which tasks offer the largest payback. A way of resolving this problem is to link a top-down TQM process such as the Juran problem solving process with a bottom-up employee involvement process such as the Workout Process as developed by GE. In this manner, it is possible to prioritize which initiatives will produce the best results on the basis of the difficulties involved in introducing them.
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