TMI USA: Time Manager: TMI in the News

"In order to assist in the quality process, American Express in the UK called in the world's largest international training network, TMI, who previously had outstanding success in transforming British Airways through TMI's Putting People First program."
Peter Hall
V.P. American Express
The TQM Magazine

"TMI's workbook and program Personal Quality represents an approach nothing less than a breakthrough in Quality thinking."

The EUROPEAN ORGANIZATION
OF QUALITY

"SAS ... hired one of the best-known training companies in Europe, TMI, which made use of their high-energy, inspirational style of training. All 20,000 SAS managers and employees were put through their two-day Putting People First program designed to help them grow as individuals and to fill them with a new, dynamic sense of the organization's purpose.
SAS went from the $8 million loss figure to a gross profit of $71 million on sales of S-1 billion in a little over a year. SAS was voted Airline of the Year and laid claim to being the most punctual airline in Europe."

SERVICE AMERICA!
Karl Albrecht and Ron Zemke

" . . . (British Airways) believes customer service was the key to its turnaround. And the best way to a customer's heart? Good employee relations. . . . All employees took seminars with titles like Fit for Business, Putting People First, and Managing People First. These emphasized customer service and stress management together, and schooled employees to recognize when co-workers needed help.
Within six months, says Tony Clarry, head of customer service, employees at Heathrow Airport were saying that things seemed less busy -- when, in fact, volume was up 10%. Today, BA is highly profitable and has one of the best reputations for service among the world's airlines."

FORTUNE Magazine

"Customer satisfaction with the American Express travel division has increased almost 10% in the past six months. Travel division president Tommaso Zanzotto attributes most of the improvement to TMI's Putting People First."

FORTUNE Magazine

"The challenge was the same at West Germany's Kaufhof department store chain, at British Airways, at the European Economic Community headquarters in Brussels, at New Zealand's Telecom and at the Soviet Union's Kamaz truck factory: how best to organize employees' time and ensure more efficient service. In each case, the solution came from the same source ... TMI."

TIME Magazine

"Independent customer service specialists could rank among the hottest growth business of the '90s. TMI's Putting People First program boosts service awareness by creating team spirit and encouraging participants to examine the way they behave, at work and at home."

John Naisbitt's TREND LETTER

"Talk about perestroika! As Russians trudge ever deeper into capitalism's strange terrain, who should appear but Western management consultants to serve as their guides. The Soviet government is joining in a venture with TMI to teach officials and factory workers such alien concepts as customer service.
Mikhail S. Gorbachev shares TMI's belief that you can't upgrade an organization without changing attitudes. Gorby apparently hopes Russians will develop the kind of customer focus and teamwork that TMI has helped instill at such clients as American Express, British Airways and Scandinavian Airline Systems."

FORTUNE Magazine

" Putting People First is designed to improve the competence of a workforce. At British Airways, where 35,000 employees took the course, it became the cornerstone of company philosophy, contributing to BA's recent comeback."

TIME Magazine

"TMI became involved in the training of Soviet managers at the beginning of perestroika. Claus Moller, the consultancy's go-ahead chairman, says that he and many of his colleagues had a strong belief that the TMI philosophy of change management and the TMI planning tools were the very instruments Gorbachev needed to make perestroika work. The inroads made by TMI are, by far, the most significant of any Western consultants so far."

THE LONDON TIMES

"The first Western-Soviet joint venture to attempt to provide a semblance of Western management techniques to Soviet entrepreneurs, has been set up in Moscow. The venture, involving the international firm TMI, plans to take seminars on the road to Soviet state enterprises, lecturing their top personnel on the virtues of planning, organization and providing individual incentives to motivate their staff. The ultimate ambition of the venture, called Manager Service, is to create a new generation of Soviet managers who set their own goals -- in contrast to the traditional Soviet style of rigid central planning."

FINANCIAL TIMES

"Over the last few months, American Express' U.S. travel division has begun to put all 6,000 employees through Putting People First. Says American Express executive Ellen Williams, 'They teach you to use every bit of brain energy that you have and put it to work for yourself. People are coming out and saying they feel invigorated, that the company is really doing something for them!'"

AVENUE Magazine

"Once surly, inefficient and state-owned, British Airways is now tough on competitors and kind to passengers. Its dramatic rebound is a big victory.
In 1984, the carrier introduced the Putting People First program developed by TMI. Virtually all BA employees -- from managers to baggage handlers -- attended the two-day workshops intended to instill the ethos of service. 'It's a package of programs to cement the corporate culture,' said Justin Pannell, manager of the airline's overall service campaign."

THE NEW YORK TIMES

"TMI is an international management-consulting company .... Its role is to bring about significant, long-lasting changes in attitudes and behavior in the areas of resource productivity, individual relations and personal quality."

AIR TRANSPORT WORLD