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Three US manufacturing companies namely Ford Motor Co, Solectron Corp and Rocket Research Co, believe that quality improvement will still rely heavily on established techniques rather than new ones. These firms have proven their ability to adhere to strict quality standards through the principles of commitment, persistence and dedication. These companies will continue to practice these existing approaches. They know that there is no need to wait for other techniques since existing ones are very effective.

The 1992 Quality Assurance (QA) and Quality Control Services (QC) Directory contains an international list of 665 companies and independent consultants providing QA-QC services. It gives a short description of each firm and the essential information regarding the company's whereabouts. A categorical and geographical index follows to help find service providers according to the service type or location.

A survey was conducted on 1,587 American Society for Quality Control (ASQC) members worldwide who indicate

The 1992 quality assurance and quality control directory lists 190 companies offering computers and software packages for total quality management. the alphabetically arranged corporate listing include contact address, telephone and fax numbers. A separate index qualifies companies according to function-specific packages offered.

The changing demographic characteristics of the workforce necessitate in-house corporate child-care facilities and health improvement programs. Better productivity, lower absenteeism and reduced health coverage expenses are among the advantages of in-house child-care and wellness programs. By soliciting and maintaining the support of both management and workforce, companies can ensure the programs' success. Good programs attract better and more qualified employees who can help the firm keep a competitive edge. Successful programs of four companies are presented.

Representatives from big US manufacturing and service companies, educational institutions and Japanese and Scandinavian corporations spoke before the Quality Forum VIII. Almost all speakers emphasized the value of customer service. A Procter and Gamble executive noted that today's customers want affordable quality and that customer loyalty should be pursued by businesses. A Japanese executive, on the other hand, stressed the necessity of new markets for value-added products.

Voters polled regarding the 10 best books for quality professionals agreed that the ideal publication should possess clarity and conciseness of language, straightforward answers and enlightening examples. Moreover, it should permit readers to easily and quickly understand statistical and quality-related concepts, presented in combination with sound management advice.

The United States Air force has set up the Quality Schoolhouse training center in Ohio, seeking efficiency in response to cuts in the work force. The center can provide seven courses on improving processes, beginning with a total quality orientation session. A total of 14, 500 students have graduated from this center over a four year period, and this achievement has been reflected in increased awareness over quality issues.

Federal Express Corp. (FedEx), which was granted the Malcolm Baldridge National Quality Award for 1990, has set out 20 tips to aid companies which are setting up quality programs. These tips include defining the goals of the business, and of the quality program, winning backing for the program from top management, recruiting and retaining high quality staff, putting quality, not quantity first, and empowering employees. Other tips include interweaving quality into all parts of the business, and aiming to delight customers.

A health care reform plan in Seattle has linked health care with quality improvements, and defines total quality management in terms of cutting costs while improving health care. Total quality management initiatives are to be assessed by private sector experts, and health service providers will require certification. This is a new development in that it is the first time that legislation has covered quality in health care provision.

The Australian Quality Council is to become the main organization for promoting quality in Australia, following a restructuring of quality organizations in the country. The Quality Council is recognized by the government, and has resulted from the merger of quality groups, and its planned role includes advising private and public sector concerns, supervising regional councils, administering awards, and organizing conferences and seminars. Areas under study include accreditation systems for companies supplying the public sector.

A survey has showsn that middle managers can inhibit successful total quality management (TQM) because they resist change. Middle managers need to be more invovled in the design and promotion of TQM so that they have more meaningful roles. The survey also found that many US companies rarely give new business methods the chance to work and critics have suggested that TQM is a fad. Important factors for the succes of TQM include customer service and training.

A survey has been conducted by Quality Network Communication Resource Team on the communication attitudes of over 28,000 members of the UAW and General Motors employees. The team which is composed of 10 UAW delegates and GM salaried workers, aims to promote better communication between departments and individuals. The survey indicated that meetings are usually deficient in disseminating information about key corporate concerns and that communication between employees and management has yet to be optimized.

Employees surveyed by Sibson and Co. from various industries argued for real change oriented towards client satisfaction, and wanted their bosses to be honest with them. Employees argue that management does not always appear serious about change, does not always listen, and does not always appreciate the skills and knowledge possessed by employees. They seek a long-term commitment from managers, and want managers to give them hope in the future of the company.

A survey conducted by Beta Research Corp indicates that business travelers do not want to wait for over six minutes before checking into a hotel. Majority of the respondents also prefer the bell staff to accompany the guests to the rooms and luggage is expected to be brought in within five minutes. Ninety percent prefer room service to last within 30 minutes while almost 60% prefer to have at least one restaurant open throughout the day. Majority also favor the availability of data ports, fax machines, photocopiers, shipping and packing services.