Includes bibliographical references and index.

Machine generated contents note: Acknowledgements Preface About the Authors Contributors Part One The Development and Introduction of Tota l Quality Management (TQM) Chapter One TQM: An Overview and the Role of Management B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele In troduction What is Quality? Why is Quality Important? The Evolution of Quality Management The Key Elements of TQM The Need for Senior Managers to Get Involved in TQM What Senior Managers Need to Know about TQM Wha t Senior Managers Need to Do about TQM Summary References Chapter Two T he Received Wisdom on TQM B. G. Dale, M. Papalexi, D. Bamford and A. va n der Wiele Introduction Crosby (1926-2001) Deming (1900-1993) Feigenba um (b. 1922) Juran (b. 1904) Are the Approaches of these Gurus Differen t? Imai (b. 1930) Ishikawa (1915-1989) Shingo (1909-1990) Taguchi (b. 1 924) Japanese-Style Total Quality Summary References Chapter Three The Introduction and A framework for TQM B. G. Dale, M. Papalexi, D. Bamfor d and A. van der Wiele Introduction Change and Continuous Improvement F orces for Change How Do Companies Get Started? Approaches to TQM A Fram ework for the Introduction of TQM Organizing Systems and Techniques Mea surement and Feedback Changing the Culture Use of the Framework Outcome s Summary References Part Two The Business Context of TQM Chapter Four Policy Deployment R. G. Lee, B. G. Dale, I. Reid and D. Bamford Introdu ction Definitions: Policy Deployment What is Policy Deployment? What Po licy Deployment is Not The Policy Deployment Process A Check-Reflect-Im prove-Scrutinize-Pass (CRISP) Approach to Policy Deployment Summary Ref erences Chapter Five Quality Costing B. G. Dale, I. Reid and D. Bamford Introduction Definition and Categorization of Quality Costs Collecting Quality Costs Some Cost Aspects in Business Reporting Quality Costs Us es of Quality Costs Summary References Chapter Six Managing Service Qua lity B. R. Lewis, I. Reid and D. Bamford Introduction The Service Envir onment Defining Service Quality The Role of Personnel in Service Delive ry Service Delivery Summary References Chapter Seven Supplier Developme nt B. G. Dale, B. Burnes, I. Reid and D. Bamford Introduction Long-Term Issues of Partnership Barriers to Developing Partnerships Conditions o f Partnership The Issues to be Considered in Partnership The Process of Partnership Potential Difficulties of Operating Partnerships Summary R eferences Part Three Quality Management Systems, Tools and Techniques C hapter Eight Quality Management Systems and the ISO 9000 series B. G. D ale, B. Dehe and D. Bamford Introduction What is Quality Assurance? Wha t is a Quality Management System? The Development of Quality Management System Standards The ISO 9000 Series of Standards: An Overview Impleme ntation Guidelines for ISO 9001 Quality Management System Assessment an d Registration ISO 9000 Series Registration: A Model for Small Companie s Benefits and Limitations of the ISO 9000 Series of Standards Summary References Chapter Nine Quality Management Tools B. G. Dale, B. Dehe an d D. Bamford Introduction Selecting Tools and Techniques Difficulties a nd Issues Relating to the Use of Tools and Techniques Problem-Solving M ethodology Checklists Flowcharts Checksheets Tally Charts and Histogram s Graphs Pareto Analysis Cause-and-Effect Diagrams Scatter Diagrams and Regression Analysis The Seven Management Tools Summary References Chap ter Ten Quality Management Techniques B. G. Dale, B. Dehe and D. Bamfor d Introduction Quality Function Deployment Design of Experiments Failur e Mode and Effects Analysis Statistical Process Control Benchmarking Bu siness Process Re-engineering and Value Stream Mapping Six-sigma Refere nces Part Four TQM through Continuous Improvement Chapter Eleven Teams and Teamwork B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele In troduction The Role of Teams in Continuous Improvement Types of Teams E valuation of Teams Team Competition Guidelines for Developing Effective Teams Summary References Chapter Twelve Self-Assessment, Models and Qu ality Awards B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele In troduction Quality, TQM, Strategic Process Improvement and Excellence A ward Models The Self-Assessment Process Success Factors for Self-Assess ment Difficulties with Self-Assessment Summary References Chapter Thirt een Managing Quality: New Challenges B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Introduction Developments 'Old' Quality Managemen t 'New' Quality Management TQM and Strategic Process Improvement in the BRIC Economies Summary References Chapter Fourteen Managing Quality: T he Future B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Intro duction The Importance of Quality Quality Management: A Continuous Proc ess Measuring Progress towards Quality Management Quality Management Is sues which Need to be Considered in the Future Summary References Index .

"An essential quality management resource for students and practitio ners alike--now in its sixth edition This popular and highly successfu l text on Quality Management has been fully revised and updated to refl ect recent developments in the field. New to the Sixth Edition is timel y coverage of agile development, emerging markets, product research, ev idence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A pop ular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series s tandards with up-to-date tools, techniques and quality systems Include s insights on quality, operations management, and strategic process imp rovement Highly relevant for professionals, particularly those involve d with reacting to rapid developments in the global market The word ' quality' has many definitions, dependent on context and situation. It i s often over-used but always in-demand, and it can make or break a busi ness. Quality management is becoming an increasingly vital factor in th e success of a product or service, and it requires constant attention a nd a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure - and sustain - high quality standards" -- Provided by publisher.