Managing Quality

This unique, multidisciplinary textbook provides a critical engagement with organizational and societal dilemmas brought about by the unprecedented importance accorded to the consumer and quality in recent times. Drawing on a number of management

Figures and Table

viii

Acknowledgements

ix

Introduction

1

(4)

PART 1 THEORETICAL PERSPECTIVES ON QUALITY

5

(46)

Re-defining quality

7

(13)

Managerial perspectives on quality

9

(5)

Critical perspectives on quality

14

(5)

Summary

19

(1)

The origin and evolution of quality management

20

(20)

Principles of quality management

20

(2)

The evolution of quality

22

(3)

The early American writers

25

(5)

The Japanese writers

30

(7)

The new Western wave of quality gurus

37

(1)

Summary

38

(2)

Quality in contemporary organizations

40

(11)

Quality and strategy

40

(2)

Quality and marketing

42

(1)

Quality and human resource management

43

(3)

Quality and design

46

(2)

Quality and accounting

48

(1)

Summary

49

(2)

PART 2 PRACTICAL APPROACHES TO QUALITY

51

(86)

The management of quality in manufacturing, service and public sectors

53

(12)

Quality in manufacturing

53

(2)

Quality in the service sector

55

(5)

Quality in the public sector

60

(2)

Potential synergies between manufacturing, services and the public sector

62

(1)

Summary

63

(2)

Quality standards, certification and awards

65

(12)

Quality standards: a systemic perspective

65

(2)

ISO 9000 series standard

67

(3)

The European Quality Award

70

(2)

Comparing ISO and EFQM criteria of success

72

(1)

The Malcolm Baldrige Quality Award

73

(1)

Technical, ideological and aesthetic considerations regarding quality standards

74

(1)

Summary

75

(2)

Quality costs

77

(10)

Examples of quality costs

77

(1)

Classifying quality costs

78

(6)

Collecting and reporting quality costs

84

(1)

Uses of quality costs

85

(1)

Summary

85

(2)

Quality control and assurance

87

(12)

Defining quality characteristics

87

(1)

Measuring quality

88

(1)

Set quality standards for each characteristic

88

(1)

Collect and analyse data

89

(1)

Control the quality of the process/product/service

89

(8)

Continuously improve the process

97

(1)

Summary

97

(2)

Total quality management

99

(11)

Defining TQM

99

(2)

Top management commitment

101

(1)

TQM: a multi-metaphor analysis

102

(4)

TQM: success or failure?

106

(2)

Summary

108

(2)

Business process re-engineering

110

(17)

Defining business process re-engineering

110

(3)

Implementing BPR

113

(5)

BPR and TQM compared

118

(7)

Is there a future for re-engineering

125

(1)

Summary

126

(1)

Leadership, teamwork and organizational culture

127

(10)

Organizational culture and `quality culture'

127

(3)

The role of leadership in creating a quality culture

130

(3)

Teamwork and quality cultures

133

(2)

Summary

135

(2)

PART 3 CONSEQUENCES OF QUALITY

137

(24)

The morality and ethics of quality

139

(11)

Defining morality

140

(3)

Defining ethics in business

143

(1)

Defining integrity in business

144

(3)

Social integrity

147

(2)

Summary

149

(1)

Making quality critical

150

(11)

Quality: an operational or a political issue?

150

(1)

The politics of quality

151

(1)

The language of TQM

152

(4)

Quality and learning

156

(2)

Summary

158

(3)

PART 4 CASE STUDIES ON QUALITY MANAGEMENT

161

(24)

Case Study 1 Quality management in the British National Health Service

163

(5)

Joan Durose

Case Study 2 Statistical process control in the National Health Service

168

(3)

Duthika Perera

Case Study 3 Team leadership in a UK logistics factory

171

(3)

Mihaela Kelemen

Case Study 4 New technology and customer satisfaction

174

(3)

Duthika Perera

Case Study 5 Managing quality through internal marketing: the case of the UK retail banking sector

177

(5)

Ioanna Papasolomou-Doukakis

Case Study 6 Quality standards and the journey to total quality: the case of Inscom UK

182

(3)

Mihaela Kelemen

Final remarks

185

(1)

Bibliography

186

(14)

Index

200

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Summary

Table of Contents

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