Understanding, Managing, and Implementing Quality: Frameworks, Techniques, and Cases

Front Cover
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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Contents

Tables
6
The use of intelligent systems to support TQM initiatives
9
Figures
12
System evaluation
20
TQM vs organizationbased selfassessment frameworks
30
Selfassessment frameworks
38
interrelationship
43
A comparative study of five selfassessment frameworks
49
a review and case
123
a case study
131
Future research directions
137
the use
143
SERVQUAL in the Sussex Police Force
150
Conclusion
156
can we master the art of conversation?
166
Health outcomeshealth gain
173

PART II
55
Implications of the model for QFD
61
Interactions between product parameters
68
Managing QFD
74
Experimental design using the Taguchi approach
82
Case study
95
Conclusion
101
An illustrative case study
107
Conclusion
116
a case study
181
Conclusion
189
a case study
195
Quality Management initiatives
201
Conclusion
207
behind the success
211
Quality Management and supervision in the Australian
219
Index
232
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