Managing quality : an essential guide and resource gateway / edited by Barrie G. Dale, David Bamford and Ton van der Wiele.

Includes bibliographical references and index.

Machine generated contents note: Acknowledgements Preface About the Authors Contributors Part One The Development and Introduction of Total 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 Introduction 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 What Senior Managers Need to Do about TQM Summary References Chapter Two The Received Wisdom on TQM B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele Introduction Crosby (1926-2001) Deming (1900-1993) Feigenbaum (b. 1922) Juran (b. 1904) Are the Approaches of these Gurus Different? Imai (b. 1930) Ishikawa (1915-1989) Shingo (1909-1990) Taguchi (b. 1924) Japanese-Style Total Quality Summary References Chapter Three The Introduction and A framework for TQM B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele Introduction Change and Continuous Improvement Forces for Change How Do Companies Get Started? Approaches to TQM A Framework for the Introduction of TQM Organizing Systems and Techniques Measurement and Feedback Changing the Culture Use of the Framework Outcomes Summary References Part Two The Business Context of TQM Chapter Four Policy Deployment R. G. Lee, B. G. Dale, I. Reid and D. Bamford 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 References 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 Uses of Quality Costs Summary References Chapter Six Managing Service Quality B. R. Lewis, I. Reid and D. Bamford Introduction The Service Environment Defining Service Quality The Role of Personnel in Service Delivery Service Delivery Summary References Chapter Seven Supplier Development B. G. Dale, B. Burnes, I. Reid and D. Bamford 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 References Part Three Quality Management Systems, Tools and Techniques Chapter Eight Quality Management Systems and the ISO 9000 series B. G. Dale, B. Dehe and D. Bamford Introduction What is Quality Assurance? What is a Quality Management System? The Development of Quality Management System Standards The ISO 9000 Series of Standards: An Overview Implementation Guidelines for ISO 9001 Quality Management System Assessment and Registration ISO 9000 Series Registration: A Model for Small Companies Benefits and Limitations of the ISO 9000 Series of Standards Summary References Chapter Nine Quality Management Tools B. G. Dale, B. Dehe and D. Bamford Introduction Selecting Tools and Techniques Difficulties and Issues Relating to the Use of Tools and Techniques Problem-Solving Methodology Checklists Flowcharts Checksheets Tally Charts and Histograms Graphs Pareto Analysis Cause-and-Effect Diagrams Scatter Diagrams and Regression Analysis The Seven Management Tools Summary References Chapter Ten Quality Management Techniques B. G. Dale, B. Dehe and D. Bamford Introduction Quality Function Deployment Design of Experiments Failure Mode and Effects Analysis Statistical Process Control Benchmarking Business Process Re-engineering and Value Stream Mapping Six-sigma References Part Four TQM through Continuous Improvement Chapter Eleven Teams and Teamwork B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Introduction The Role of Teams in Continuous Improvement Types of Teams Evaluation of Teams Team Competition Guidelines for Developing Effective Teams Summary References Chapter Twelve Self-Assessment, Models and Quality Awards B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Introduction Quality, TQM, Strategic Process Improvement and Excellence Award Models The Self-Assessment Process Success Factors for Self-Assessment Difficulties with Self-Assessment Summary References Chapter Thirteen Managing Quality: New Challenges B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Introduction Developments 'Old' Quality Management 'New' Quality Management TQM and Strategic Process Improvement in the BRIC Economies Summary References Chapter Fourteen Managing Quality: The Future B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele Introduction The Importance of Quality Quality Management: A Continuous Process Measuring Progress towards Quality Management Quality Management Issues which Need to be Considered in the Future Summary References Index.

"An essential quality management resource for students and practitioners alike--now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence 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 popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word 'quality' has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure - and sustain - high quality standards"-- Provided by publisher.