Cases in Total Quality Management
Written to accompany the best-selling title, Total Quality Management, this book of cases draws together a variety of international examples from a diversity of areas. The cases are of particular value and interest as they are not taken from the usual stable of known TQM companies. A great deal of useful learning can be derived from reading about the TQM experiences of other organizations, which in this book range from a leading business school - the authors' own institution - to a large international chemical company, from a manufacturer of aircraft to a well known insurance company. Supplying a wealth of information for students on business or management studies courses to give practicality in an academic setting, or for use by directors and managers to give a comparison with their own operations, Cases in Total Quality Management will be essential for everyone interested in the application of TQM.
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Assessing TQM implementation in the Prudential Assurance
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Quality systems and TQM in the Tioxide Group Ltd
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achieve Action Teams Administration Appendix areas audit Award benefits British Gas PLC British Gas West carers charts clients commitment communication company's continuous improvement control charts customer satisfaction effective employees ensure external Exxon Chemical Figure flowchart focus Gas West Midlands goal deployment Greatham identified implementation improvement activities individual industry Infomat initiative internal customer involved issues Job Sheet major Management Centre management team manufacturing marketing measures meet mission non-conformance objectives operators organization performance Perry Wood Pirelli planning problem-solving problems process capability indices Prudential quality costs quality improvement quality management system quality system Quality Teams registration requirements responsible role Ron Howard senior management specific staff Statistical Process Control strategy structure success suppliers survey targets teamwork techniques Total Quality Management TQM programme TQMT uPVC vision West Midlands region Windowco Ltd workforce workshops