Managing Quality

Managing Quality, Fifth Edition is an essential resource for students and practitioners alike. This popular and highly successful introduction to Quality Management has been fully revised and updated to reflect recent developments in the field Includes new chapters on Improvement Approaches, Six Sigma, and new challenges in Quality Management Combines the latest information on the ISO 9000 quality management system series standards with up-to-date tools, techniques and quality systems Material has been re-ordered and changes to terminology have been made to bring the book completely up to date Provides a popular resource for students, academics, and business practitioners alike

Barrie G. Dale is Professor of Quality Management at Manchester Business School. Founder of the International Journal of Quality and Reliability Management, he has been its co-editor for over 23 years. He has authored several other books including, The Road to Quality (1993), Quality Improvement through Standards (2nd edition, 1994), Managing Quality and Human Resources (2nd edition, 1997), Working in Partnership (1998), Managing Business Improvement and Quality (1998), Total Quality Management Blueprint (1999) and Quality Costing (3rd edition, 1999).

Ton van der Wiele is Associate Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam. He obtained his PhD degree from Erasmus University in 1998, and his main research interests are in Quality Management, Performance Improvement, Management Consultancy and E-business. Co-editor of the International Journal of Quality and Reliability Management and European editor of Managing Service Quality, van der Wiele has worked in the field for more than twenty years. He is also coordinator of the global E-Business Research Network.

Jos van Iwaarden is Assistant Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam. He obtained his PhD degree from Erasmus University in 2006, and his main research interests are in Quality Management issues in the automotive industry. He has published over 15 papers in international journals and presented his research at the Academy of Management conference, IEEE engineering management conference, and the Australian and New Zealand Academy of Management conference. He is associate editor of the International Journal of Quality and Reliability Management.

List of figures
List of tables and boxes
List of standards
List of abbreviations
List of contributors
Preface
The Development, Introduction and Sustaining of Total Quality Management (TQM)
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
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
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
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
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
Levels of TQM Adoption: B. G. Dale (University of Manchester) and D. M. Lascelles (David Lascelles Associates)
Introduction
Uncommitted
Drifters
Tool-Pushers
Improvers
Award-Winners
World-Class
Summary
Sustaining TQM: B. G. Dale (University of Manchester)
Introduction.TQM Sustaining Audit Tool: Development and Methodology
Internal/External Environment
Management Style
Policies
Organization Structure
Process of Change
Summary
The Business Context of TQM
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
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
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
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
Supplier Development: B. G. Dale (University of Manchester) and B. Burnes (University of Manchester)
Introduction
Long-Term Issues of Partnership
Barriers to Developing Partnerships.C
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Summary

Author Biography

Table of Contents

Supplemental Materials