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Oakland, John S.

Total quality management and operational excellence : text with cases / John S. Oakland. - 2nd ed.. - New York : Routledge, 2000. - xii, 380 p. : ill. : 25 cm.

Includes bibliographical references and index.

Part one: The foundations - a model for TQM
Understanding quality
Commitment and leadership
Design for quality
Part two: TQM - the role of the quality system
System design and contents
Quality management system audit/review and self-assessment
Part three: TQM - the tools and improvement cycle
Measurement of quality
Tools and techniques for quality improvement
Some additional techniques for process design and improvement
Part four: TQM - the organizational, communication and teamwork requirements
Organization for quality
Culture change through teamwork for quality
Part five: TQM - the implementation
Communications and training for quality
Implementation of TQM and management of change
Case studies

This text provides a simple model for Total Quality Management and comprehensive coverage of the concepts students need to understand. It is supported throughout with real-life case studies


eng.

ISBN: 9780750639521 TZS 89,788.44

Subjects--Topical Terms:
Total quality management.

Dewey Class. No.: 658.4013 OAK