In 1996 British Steel plc Coated Products, comprised five plants in Wales and the Midlands, UK. In 1992 a total quality approach was launched when senior management gave direction through vision workshops, communication exercises, and expected goals targeted to the end of 1996. The five plants' manager-led teams then developed five themes for implementation. 1.…

BPIR Categories

14.3.3 Implement an org-wide continuous improvemnt program
9.4.5 Develop functional/process competencies
1.1.3 Design customer surveys
9.5.5 Manage reward & recognition programs
9.6.1 Survey/assess employee satisfaction/morale
2.4.3 Franchise products and services
8.2.5 Leaders review org performance/capabilities

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