TOTAL QUALITY MANAGEMENT IN LEADING FAST-MOVING CONSUMER-GOODS COMPANIES

This article describes the state of the art in total quality management (TQM) in leading fast-moving consumer goods companies in the UK. It is based on case research conducted inside seven such companies in 1993, involving interviews, document analysis and some direct observation of TQM activity. The research is thus comparative but also qualitative, using some detailed description and verbatim comments to capture the richness of the change process in these major companies. The substantive findings concern the origins of the TQM initiatives, the design of the programmes, the role of teams, training and quality techniques, and the impact that these activities have had.