Quality management: beyond the Japanese model

A key strategic objective behind the introduction of TQM centres on ensuring employee commitment and participation in continuous process innovation for the purpose of improving operational efficiencies and developing a competitive edge within the expanding and dynamic marketplace. Uses the experience of Pirelli Cables to describe employee responses to the process of establishing a “quality culture” and to illustrate how Japanese TQM programmes may not be well suited to building employee commitment within an Australian workforce which is culturally very diverse.