Printer Friendly

AMERICAN QUALITY PROGRAMS ARE FAILING

 AMERICAN QUALITY PROGRAMS ARE FAILING
 CHICAGO, Jan. 6 /PRNewswire/ -- Most of the quality improvement


programs underway in American corporations will fail to achieve their goals. This is the conclusion of a survey of quality initiatives among Fortune 1000 companies just released by The TQS Group, Inc.
 "There appear to be three major factors for this failure," said Karl Albrecht, the group's chairman and author of the best-selling book "Service America!" "These are lack of customer focus, lack of senior management involvement and lack of a comprehensive process for changing organizational culture."
 The survey shows that while 69 percent of companies have made service quality excellence a top priority, only 51 percent report total acceptance and support of the initiative by senior management. Only 40 percent have used customer research to help shape their quality programs and 60 percent are using some type of comprehensive quality improvement process.
 "Not surprisingly," continued Albrecht, "the results have been poor. Only 40 percent of companies believe that their quality programs have had a significant impact on organizational performance and only 33 percent report a significant improvement in revenue, market share or profit margins. Only 29 percent see significant improvement in customer perceptions of their quality.
 "Unless American businesses adopt more comprehensive, customer- focused approaches to implementing quality improvement programs, ones that have the active involvement of senior and middle management, we are bound to see more failures in an area that is critical to our long-term economic prosperity."
 Albrecht's new book, "The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business," will be published by Harper & Collins during the first quarter of 1992.
 The TQS Group is a Chicago-based management consulting and training firm which specializes in service quality improvement.
 -0- 1/6/92
 /Editors: Copies of The TQS Group's 1991 Service Quality Survey are available by calling Ed Crego./
 /CONTACT: Ed Crego, 312-201-1411, or Peter Schiffrin, 215-592-0829, both of The TQS Group/ CO: The TQS Group, Inc. ST: Illinois IN: SU: ECO


KA-MP -- PH008 -- 6841 01/06/92 11:04 EST
COPYRIGHT 1992 PR Newswire Association LLC
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1992 Gale, Cengage Learning. All rights reserved.

Article Details
Printer friendly Cite/link Email Feedback
Publication:PR Newswire
Date:Jan 6, 1992
Words:345
Previous Article:METRO AIRLINES REPORTS DECEMBER TRAFFIC
Next Article:MEET THE U.S. BOBSLED TEAM DRIVERS AT SILICON GRAPHICS
Topics:


Related Articles
PHYSICISTS TO RECOMMEND CHANGES IN MICHIGAN'S MAMMOGRAPHY EVALUATION
SEIU: MISSOURI GOVERNOR CARNAHAN TO SIGN PRECEDENT-SETTING NURSING HOME CONSUMER RIGHTS BILL
The Next Generation of Radio Has a New Name ... XM Satellite Radio Inc.
Norwegian-American Hospital Receives Recognition from the Illinois Emergency Medical Services for Children (EMSC).
American Healthways Announces Nation's First Set of Disease Management Standards.
L.A. Mayor Riordan to Open National Education Conference.
BET Movies Free Preview Weekend October 6-8 To Reach Record 22.9 Million Homes.
Monumental City Medical Society Announces Opposition To Maryland DHMH Medicaid Drug Restrictions; 'Preferred Drug' List Fails to Recognize Diverse...
Statement by the President.

Terms of use | Copyright © 2017 Farlex, Inc. | Feedback | For webmasters