Resources Library by ANA

The path to BS 5750

BS 5750 in the UK is a quality assurance system creating a set of procedures designed to document and improve practices to maximise the quality of a company's output. In the UK it was initially conceived for manufacturing industry, but in the last...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Janet Weitz, Michele Silber, Sandy Johnston

Company: FDS International Ltd

September 1, 1993

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Diana Brown

September 1, 1993

Why the drive for quality?

In this paper we seek to show that the market research industry in the UK has had two distinct phases in which it has thought very hard about quality. These phases can be linked with different aspects of product performance as described by Levitt's...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Martin Callingham, Greg Smith

Company: Whitbread

September 1, 1993

Self discovery

This paper presents the case that a voyage of "self discovery" is the key to getting a new message, representing changed values, over to staff. Success comes only when staff truly understand the rationale behind the change and the benefits of it....

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Author: Simon L. Jones

June 15, 1993

Anticipating expectations

Three themes will have an increasing impact on consumer demand in the developed markets through the end of the decade:- Brand Value: Brands will become increasingly important to both marketers and consumers in the '90's as functional product...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations

Author: Alexander L. Biel

September 1, 1992

From customer service research to TQM

The paper we are giving this afternoon describes, in outline form, a case study which illustrates how research can be used as an integral part of a TQM programme designed to achieve improved customer satisfaction and, ultimately, an enhanced sales...

Catalogue: Seminar 1992: Business To Business Marketing

Authors: Farrokh Suntook, Lucy Szymanska

June 15, 1992

Socio-cultural trends and how they affect the public's reactions to art museums

Studies conducted by COFREMCA about the frequenting of 3 big museums (Musee d'Orsay in Paris, Modern and Contemporary Art Museum of Saint Etienne and the Fontainebleau Castle) prove that the dynamics of socio- cultural change are carrier of a demand...

Catalogue: Seminar 1990: Research And Marketing For The Arts

Author: Benoit Roederer

June 15, 1990

European quality management in perspective

Today, many European companies already have a positive quality image, mainly because of superior craftmanship, technological excellence or product exclusiveness. Others have adopted quality management as their principal strategy for enhancing or...

Catalogue: Seminar 1990: Countdown to 1992

Author: Kees van Ham

June 15, 1990