Total quality management in leading fast-moving consumer goods companies

Journal article

Describes the origins and development of TQM programmes in seven fast-moving consumer goods organizations in the UK and reports on the results of a comparative study identifying methods and techniques used, and the impact of change on performance; eschews the survey approach and relies on single site interviews of people at all levels. Finds in each case that the motivation for embarking on TQM was the arrival of a single individual in a particular post and that, while all had used consultants, their approach was company specific. Presents the results in qualitative terms spiced with verbatim comments and identifies impressive gains both in productivity and morale, as well as quality.

Authors: Westbrook, R; Barwise, P

• Publication date: 1995-09-01