World Conference on Quality and Improvement vol. 56 - May 2002
Abstract: PG Enterprises is a highly diversified group with major presence in power, tires, life sciences, communication, transmission, retail and specialty chemical businesses, and in financial services. Quality management has been recognized as a major competitive tool to place RPG in a position of global leadership. To meet this challenge, the Corporate Quality Centre was created to oversee the quality initiative throughout the group of 30 companies. The journey towards corporate excellence has three distinct phases. The first is an internal phase aimed at establishing quality systems, processes, and human responses. The second phase looks externally to customers, markets, and societal issues. The final phase addresses appropriate customer sovereignty-driven models. RPG's corporate quality management initiative has so far been an outstanding success. During this period, the leadership focus has been strategically shifted from quality system management to total quality management (TQM) and then to operational excellence.
Keywords: Total Quality Management (TQM) - Quality system - Quality management (QM) - International case study - Globalization - Customer and market focus - Quality awareness
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