ABSTRACT
One of the pervasive features of modern business seems to be that we are being asked to meet more and more externally created standards. Increasing globalization of markets requires us to comply with increasing volumes of international legislation and, indeed, causes more such legislation to be generated: the European Community is an unrivalled example of closer cooperation creating disproportionate numbers of laws. The standard is not very specific about what is to be monitored and how it should be done. It simply requires that the impact on the environment be routinely measured and the results used for control and improvement. Quality awards are the most common type and are those most geared towards the customer satisfaction to which our measurement programme is aimed. The best-known of these are the Malcolm Baldridge National Quality Award from the USA and the European Quality Award.
