1989. They looked at 4 areas of the end-user and consumer confidence including higherquality products, efficient and easy-to-use services and products, better explanations of warranties and guarantees, and being truthful in all of their advertising efforts. By doing so,
the company was able to embark on the new and the workable and leave the “consumerview” of the company on the back burner.
According to Mark Chatfield’s article
,many American companies between “1960
to 1990 lost 40 percent of market share
to foreign competitors, while Japan increased its foreign market by 500 percent.” With fear
of closing down, Xerox fought back using TQM to regain their market share.They implemented TQM by opening the Palo Alto Research Center (PARC), which focused on
ways to emerge as a leader in the printer/copy/fax market. Their main goal: “Innovation iseverywhere; the problem is learning from it.” The also
focused on benchmarkingandleadership and re-thought their suppliers to come up with the best quality products thatcould compete globally. Xerox later went on to win the Baldridge Award for their TQMefforts.
RELIANCE INDUSTRIES :
During the year, several new initiatives were taken to improve and strengthen qualitymanagement systems at our sites.
• At the newly acquired RPCL facility, QA/QC systems we
re put in place at the time of plantstart up - resulting in reliable results from the start.