TQM Framework for Shell Services

In defining their own quality management framework named the Shell Services Quality Framework (SQF) Shell Services sought to create a framework that could encompass people, processes and quality as they related to serving the customer. Shell also wanted to defined a framework that would deliver the greatest accuracy in terms of their own standards, targets and metrics of performance. Tracking metrics over time by quality management initiative and creating a knowledgebase of results was also a critical success factor for the development of the framework. The design objectives included having a high degree of simplicity, completeness, harmonization and exclusivity within the structure, allowing for rapid adoption and use. Shell envisioned the framework being a core part of their culture going forward. Best practices in quality management require that the organizational culture changes to adopt and actively rely on the core foundational elements of a quality...
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