C/OM/12. Analysis of Total Quality Management System of Tibbett & Britten (T&B) Group

The overall aim of this paper is to document and analyse the total quality management (TQM) system of an international logistics service provider called Tibbett & Britten (T&B) Group, which offers a wide range of services tailor-made to individual customers' needs. The research is based upon a case study of Tesco Thurrock Distribution Centre, which has employed logistics services of T&B). The analyses use the TQM framework in use by T&B and specifically apply it to the case study of Tesco partially using gap analyses in order to achieve better results and deeper understanding of problems, which the company had to recently deal with. Finally, the report provides an account of the latest theoretical (yet) development by T&B in terms of integrating 5-S principles and ISO 9001:2000 requirements in order to take its clients beyond TQM.