Managing Business Improvement and Quality Implementing Key Tools and Techniques

The main focus of this book is how to use tools and techniques in an effective and efficient manner. What sets this book apart from others is that it covers a range of tools and techniques focusing not only on their description and construction but on the difficulties, both general and specific, in use and application. It neither ignores nor trivializes the underlying issues that influence their use and application. It also gives guidelines to the user to overcome the typical difficulties encountered. Case histories of good and best practice are outlined throughout the various chapters of the book. Another unique feature of the text is the provision of a methodology, which can be used in self-assessment mode, to assess the strengths and areas of improvement relating to the use and application of tools and techniques. The methodology was developed from research and has been used with considerable success in a number of organizations both in the UK and continental Europe. The book is targeted at the user of tools and techniques in manufacturing, commercial, utilities, public sector and service organizations. In this respect management at all levels of the organizational hierarchy will find something of value in the book as well as the more technical and engineering based personnel. Irrespective of the approach taken by an organization to business improvement they will need to use a selection of tools and techniques. All the evidence we have collected is that the use and application of tools and techniques is fraught with problems. Any management team interested in making best use of tools and techniques would benefit from studying the contents of this book. A conscious effort has been made to produce the text in language which is free from jargon.

Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester.

Ruth McQuarter is a Research Associate and Honorary Lecturer at the Manchester School of Management.