Abstract:

This paper draws from MORI's wide experience of conducting employee attitude studies to show how such research can help answer those questions. It will also illustrate the value of research in providing a benchmark to measure improvement over time and guide and direct quality initiatives into the most productive channels. As we will demonstrate, research can identify practices which work productively and areas where Total Quality programmes are failing to have any real impact on the organisation. It can, therefore, play a vital role in the quality process and, indeed, become an integral part of that process.