Total Quality Management: Text with CasesWritten by the acknowledged British guru of TQM and Business Excellence, John Oakland, this book provides a simple but powerful model for Total Quality Management and comprehensive coverage of the concepts students need to understand. The model has been used by literally thousands of people and organizations around the world. 'TQM: Text with Cases' is clearly written in a logical sequence and the text is supported with several real-life case studies. Professor Oakland demonstrates how a Total Quality Management strategy can be applied in all business activities to achieve world-class performance. This second edition features several major changes including new material on process modelling and management, quality management systems, people development, performance measurement, the Business Excellence Model, self-assessment, benchmarking and the implementation of TQM. All the case studies in this edition are brand new, reflecting latest developments in this fast moving and exciting area of management. Moreover, the cases come from leading exponents of TQM and Business Excellence - organizations which have fully integrated the TQ approach into their business operations and delivered real benefits. This text is invaluable for all undergraduate and postgraduate students studying TQM or Business Excellence as part of their course, as well as those directors and managers working in organizations who would like to improve performance. John Oakland is Professor of Business Excellence and Quality Management at the University of Leeds Business School, Executive Chairman of Oakland Consulting PLC, and the author of several best selling books, including; Total Quality Management, Total Organizational Excellence, and Statistical Process Control. www.Oakland Consulting.com Written by the British guru of Total Quality Management, John Oakland Provides a simple model for Total Quality Management for students Discussion questions and practical assignments to reinforce learning |
Contents
Understanding quality | 3 |
Commitment and leadership | 18 |
Design for quality | 34 |
Copyright | |
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Common terms and phrases
achieve action activities analysis approach areas assessment Balanced Scorecard behaviour benchmark British Aerospace Broadcasting & Presentation Business Excellence business processes chart commitment communication competitive continuous improvement control charts costs CSFs culture customer requirements customer satisfaction cycle defined delivery diagram documented effective EFQM employees ensure external failure Figure FIRO-B flowchart focus framework function goals Hewlett-Packard identify implementation individual innovation inputs internal Kaizen leadership matrix MBTI meeting methods mission monitoring needs objectives operation organization organization's output Pareto analysis performance measurement Philips Policy Deployment problems procedures process control process improvement product or service products and services programme quality circles quality function deployment quality management system quality policy quality training responsibility self-assessment senior management specific staff standards statistical process control strategy suppliers targets task teamwork techniques TI Europe total quality management understanding