Managing quality /

• Dale, B. G.
• Wiele, Anthony van der.
• Iwaarden, Jos van.

• Total quality management

• Blackwell,

• 1405142790 (pbk.) :
• 9781405142793 (pbk.)

• £29.99

• Previous ed.: 2003.
• Formerly CIP.
• Includes bibliographical references and index.
• List of figures.List of tables and boxes.List of standards.List of abbreviations.List of contributors.Preface.Part I: The Development, Introduction and Sustaining of Total Quality Management (TQM):.1. TQM: An Overview: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University).Introduction.What is Quality?.Why is Quality Important?.The Evolution of Quality Management.The Key Elements of TQM.Summary: Developing TQM.2. The Role of Management in TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University).Introduction.The Need for Senior Managers to Get Involved in TQM.What Senior Managers Need to Know about TQM.What Senior Managers Need to Do about TQM.The Role of Middle Managers.The Role of First-Line Managers.Summary.3. The Received Wisdom on TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University).Introduction.Crosby.Deming.Feigenbaum.Juran.Are the Approaches of these Gurus Different?.Imai.Ishikawa.Shingo.Taguchi.Japanese-Style Total Quality.Summary.4. The Introduction of TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University).Introduction.Change and Continuous Improvement.Forces for Change.How Do Companies Get Started?.Approaches to TQM.Summary.5. A Framework for the Introduction of TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University).Introduction.Organizing.Systems and Techniques.Measurement and Feedback.Changing the Culture.Use of the Framework.Summary and Outcomes.6. Levels of TQM Adoption: B. G. Dale (University of Manchester) and D. M. Lascelles (David Lascelles Associates).Introduction.Level 1 - Uncommitted.Level 2 - Drifters.Level 3 - Tool-Pushers.Level 4 - Improvers.Level 5 - Award-Winners.Level 6 - World-Class.Summary.7. Sustaining TQM: B. G. Dale (University of Manchester).Introduction.TQM Sustaining Audit Tool: Development and Methodology.Category 1 - Internal/External Environment.Category 2 - Management Style.Category 3 - Policies.Category 4 - Organization Structure.Category 5 - Process of Change.Summary.Part II: The Business Context of TQM:.8. Policy Deployment: R. G. Lee (Royal Air Force) and B. G. Dale (University of Manchester.Introduction.Definitions: Policy Deployment.What is Policy Deployment?.What Policy Deployment is Not.The Policy Deployment Process.A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment.Summary.9. Quality Costing: B. G. Dale (University of Manchester).Introduction.Definition and Categorization of Quality Costs.Collecting Quality Costs.Some Cost Aspects of Manufacturing Industry.Reporting Quality Costs.Uses of Quality Costs.Summary.10. Managing People: A. Wilkinson (University of Loughborough) and A. Brown (Edith Cowan University).Introduction.QM: The HR Concerns.The Two Sides of QM.QM and the Management of People.HR Policies and Practices.Employee Involvement.Organizational Culture.Training and Education.Selection.Appraisal.Pay.Employee Well-Being.Industrial Relations.Employment Security.Integration.Summary.11. Managing Service Quality: B. R. Lewis (University of Manchester).Introduction.The Service Environment.Defining Service Quality.The Role of Personnel in Service Delivery.Service Delivery.Summary.12. Supplier Development: B. G. Dale (University of Manchester) and B. Burnes (University of Manchester).Introduction.Long-Term Issues of Partnership.Barriers to Developing Partnerships.Conditions of Partnership.The Issues to be Considered in Partnership.The Process of Partnership.Potential Difficulties of Operating Partnerships.Summary.Part III: Quality Management Systems, Tools and Techniques:.13. Quality Management Systems: B. G. Dale (University of Manchester).Introduction.What is Quality Assurance?.What is a Quality Management

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