A SERIES of events have been planned all over the world today, as
individuals and groups focus on quality and the effect their practices
have on others in terms of customer satisfaction.
The idea for this, World Quality Day, was first proposed by the
European Organisation for Quality in 1988. Since then it has been widely
supported and this year, as in the past three years, there will be a
network of events around the world designed to create a quality culture
in which everyone plays his or her part in improving the quality of
life, of the environment, and of products and services.
There have been presentations organised throughout Scotland yesterday
and today to coincide with this global event. These include Strategic
Marketing, organised by the Strathclyde Institute at the Gleneagles
Hotel yesterday and today; the Annual Dinner and Presentation of Quality
Awards organised by Highlands and Islands Quality Forum at the Mercury
Hotel in Inverness; Quality Aspects of the Common Market organised by
Renfrewshire LEC at Gleddoch House Hotel, Langbank; and Management
Process Analysis at Scottish Power organised by Lothian Quality Forum
yesterday at Lothian & Edinburgh Enterprise Ltd.
A major focus will be on the Scottish World Quality Day Conference
which is being held today at the Glynhill Hotel in Renfrew, which aims
to take forward the message across the public services.
Entitled The Citizen's Charter -- Making People Matter, the conference
will be addressed by speakers who promote the Citizen's Charter in their
own particular field of work, and who work in organisations which are
fully committed to TQM.
They include Frank Pignatelli, Director of Education for Strathclyde
Regional Council, who will talk about the educational dimension and
Lowry Stanage, Director of Quality and Organisation, British Telecom,
who will be speaking about standards of service and performance.
Tom Farmer, Director of Scottish Enterprise and Chairman & Chief
Executive of Kwik-Fit Holdings will give The Citizen's View identifying
not only with quality and customer care but also with continuous
improvement.
The Scottish conference will present the two Charter Mark 1992 Award
winners who will talk about why they went forward for a Charter Mark, an
award which recognises and rewards excellence in the delivery of public
services.
This year's winners of the Charter Mark Award are HM Prison, Dungavel,
at Strathaven and the Benefits Agency, East Lothian District.
The Citizen's Charter aims to work for better quality in every public
service, to give people more choice, to say what kind of service to
expect, and to react positively if something goes wrong.
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