Abstract
This paper examines the application of the UMIST generic quality improvement framework to a representative sample of companies residing within the Trafford Park industrial area. The 14 companies were introduced to the framework through seminar and syndicate work and two frameworks were developed to suit the needs of both large and small companies respectively. The frameworks are reasonably similar but the representatives of the larger companies tended to be more specific about some elements of the framework. The small companies did not see the need to carry out formal planning in the same manner as large companies but, on the other hand, there is more of a requirement to concentrate on basic issues such as a complaints procedure and company newsletter. The service companies perceived a grey area between some of the elements in the systems and techniques and measurement and feedback sections of the framework. It is also apparent that service companies have more difficulties with the application of quality management tools and techniques and performance measurements than their manufacturing counterparts.
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