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

This article describes the state of the art in total quality managemen t (TQM) in leading fast-moving consumer goods companies in the UK. It is based on case research conducted inside seven such companies in 199 3, involving interviews, document analysis and some direct observation of TQM activity. The research is thus comparative but also qualitativ e, using some detailed description and verbatim comments to capture th e richness of the change process in these major companies. The substan tive findings concern the origins of the TQM initiatives, the design o f the programmes, the role of teams, training and quality techniques, and the impact that these activities have had.