Understanding, Managing, and Implementing Quality: Frameworks, Techniques, and Cases
Jiju Antony, David Preece
Psychology Press, 2002 - Business & Economics - 232 pages
This book considers strategic aspects of quality management and self-assessment frameworks, and provides an in-depth examination of a number of the main quality improvement tools and techniques. Incorporating a critical orientation and drawing upon original case-studies, it also reviews the implementation of a variety of quality management programmes in a range of organisational contexts, including manufacturing, higher education, health care, policing and retailing.
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The use of intelligent systems to support TQM initiatives
TQM vs organizationbased selfassessment frameworks
A comparative study of five selfassessment frameworks
a review and case
a case study
Future research directions
SERVQUAL in the Sussex Police Force
can we master the art of conversation?
Health outcomeshealth gain
Implications of the model for QFD
Interactions between product parameters
Experimental design using the Taguchi approach
An illustrative case study
Other editions - View all
achieve analysis application approach areas assessment audit benchmarking business excellence case-based reasoning clients Clinical Clinical Audit context continuous improvement control charts control lines criteria culture customer requirements customer satisfaction domain effect EFQM EFQM excellence model employees engineering ESAS evaluation excellence model experiment experimental design Figure focus framework Frangou healthcare identified implementation important industry initiatives intelligent systems interactions issues Journal of Quality Kackar Kano model levels London manufacturing MBNQA measure ment monitoring needs operations organization organizational performance practice problem problem-solving programmes Quality Award quality characteristic Quality Function Deployment quality improvement response sample self-assessment senior management service quality SERVQUAL SPC/M staff standard statistical statistical process control strategic quality Succeeding with Customers supervisors Sussex Police Taguchi methods techniques tion Total Quality Management University users