Total Quality Management: Text with Cases
Written 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.
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
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Commitment and leadership
Design for quality
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achieve action activities analysis approach areas assessment audits and reviews Balanced Scorecards behaviour benchmark British Aerospace Broadcasting & Presentation Business Excellence business processes chart commitment communication competitive continuous improvement control charts costs CSFs customer requirements customer satisfaction cycle defined delivery diagram documented effective EFQM employees ensure external failure Figure flowchart focus framework function goals Hewlett-Packard house of quality IDEF0 identify implementation individual innovation inputs interface internal 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 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 success suppliers targets task teamwork techniques total quality management understanding