The Prudential Experience of Total Quality Management

Aims to provide an analysis of the “Way of Life” :WoL) Quality Improvement Programme which was introduced by the Life Administration Board of Prudential Assurance in May 1989. Begins by providing an overview of the company and the events which led Life Administration to develop a total quality management :TQM) system. Looks at the planning process involved in the development of the “Way of Life” programme and describes the four‐point quality strategy which evolved. An important part of any quality improvement programme is the degree of management commitment given to the project and this is identified along with the rewards system developed for employees linked to quality improvement ideas. Reviews how the TQM programme is measured, controlled and reviewed. Explains the level of training provided to support the “Way of Life” project and details subsequent training courses. Participation is vital for the success of any TQM initiative, and the ways in which Life Administration attempts to achieve this are ex...