The road towards excellence: Total involvement in quality: The case of Post Danmark

Abstract

In 1998 Post Danmark launched a massive change process based on the TQM philosophy. This entailed systematic measures to steer the organisation away from the traditional government service culture developing it towards a more modern and dynamic organisational culture. As a result of this change process Post Denmark won the Danish Quality Award in 2004 and was a finalist for the European Quality Award in 2006. This chapter describes the background for the process as well as its objectives, and it offers insight into some of the measures taken and examples of the results achieved. © 2009 Springer-Verlag Berlin Heidelberg.