Table of contents
Continuous Improvement: The Ingredients of Change
Cyril AtkinsonA programme of change leading to continuous improvement requires aplanned programme to effect it. The six ingredients for change –management commitment; education; implementation;…
Competing for Quality in Military Catering:: A Strategy for Change
Rodney Giles, Don SinclairIn the quest to ensure adherence to best practice throughout the Army′sCatering Training Centre, the Army School of Catering enrolled in aseries of workshops towards a better…
Trials and Tribulations in the Pursuit of Quality Improvement
Stephen Dodwell, Paula SimmonsTraces, from its inception, Scott′s Hotels′ highly rated qualityimprovement programme. Emphasizes experiential learning and developmentand in particular the difficulties faced by…
Sutcliffe Catering’s Approach to Continuous Improvement
Christopher PageExamines some of the difficulties facing any company in its pursuit ofquality profile achievement. Areas covered include defining qualitywithin the Sutcliffe Group and reviewing…
ICL Kidsgrove: Engineering a Quality Culture
Nick Johns, John ChestertonDescribes the development of a continuous quality improvement process atcomponent manufacturer ICL Kidsgrove. Traces early innovative work withquality circles through to the…
Inhospitable Cultures and Continuous Improvement
John Sinclair, Alastair ArthurCorporate culture plays a key role in the adoption and maintenance of acontinuous improvement environment. Yet the role that culture does playand its nature tend to be overlooked…
The Prudential Experience of Total Quality Management
Sally J. Messenger, Tony AtkinsDescribes the “Way of Life” (WoL) Quality Improvement Programme, which wasan attempt by Prudential Assurance to improve its position in themarketplace. The programme concentrated…
The Tyrannical Chef: A Barrier to TQM?
Stan Zetie, John Sparrow, Alan Woodfield, Tom KilmartinExamines the reasons why TQM has had relatively little impact in thehospitality sector and recognizes the greater risks involved inimplementing TQM as opposed to a more…
Prophylaxis, Not Diagnosis and Cure
Tony Ingold, Trevor WorthingtonSets out the process used by Land Rover to change from a company whichwas losing market share into the world leader once again in four –wheel drive vehicles. The company has…
Investors in People at The Moat House International, Glasgow
Anna MacVicar, Gillian BrownA management issue that is common in organizations today is how to keepon improving the quality of their products and services and ensure thatthere is a credible and creditable…
You’re Stopping Me from Giving Quality Service
John Sparrow, Gary WoodQuality initiatives need to be translated into actions by employees.Highlights the importance of eliciting the knowledge and beliefs whichemployees use to guide their decisions at…
A Model For Achieving Quality in Hospital Hotel Services
Lyn Randall, Martin SeniorCustomer satisfaction is the ultimate goal of total quality managementefforts in service industries. An essential prerequisite in achievingthis goal is the detection and…
Using Service Incidents to Identify Quality Improvement Points
Andrew LockwoodTo be able to deliver consistent quality to hospitality customers, it isnecessary to be able to identify those aspects of the service encounterthat bring about satisfaction or…
Rediscovering Standards: Static and Dynamic Quality
Abby Day, John PetersObtaining BS 5750 is comparatively easy. It is much harder to identifythe factors which contribute to quality. Defines quality in terms of“static quality” which constitutes basic…
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus