Title: Critical incidents in the development of quality management in steel manufacturers' production

Authors: Pekka Tervonen, Niko Pahkala, Harri Haapasalo

Addresses: Rautaruukki Plc., P.O. Box 93, FI-92101 Raahe, Finland. ' Rautaruukki Plc., P.O. Box 93, FI-92101 Raahe, Finland. ' Department of Industrial Engineering and Management, University of Oulu, Finland, P.O. Box 4610, FI-90014 University of Oulu, Finland

Abstract: The objective of this study was to examine the development of quality management in Rautaruukki Plc.|s production division. The idea is to describe critical incidents in the development of quality management in light of the historical development, current state and theoretical framework, as well as analyse whether this description follows the development process described in the literature. The theoretical framework – developed through the literature – describes the historical development of quality management and the development and assessment models of quality management as well as some essential sectors, tools and techniques of quality management. The case study is based on ten interviews made in four production sites of the case organisation. The interviews were used to create a description of the historical development and the applications of the different sectors of quality management. We have also created three alternative scenarios to outline the future of the organisation.

Keywords: total quality management; TQM; quality management development; quality management assessment; steel manufacturers; steel production; Finland.

DOI: 10.1504/IJBEX.2008.017569

International Journal of Business Excellence, 2008 Vol.1 No.1/2, pp.106 - 120

Published online: 17 Mar 2008 *

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