TY  - BOOK
AU  - Oakland,John S.
TI  - Total quality management and operational excellence: text with cases 
SN  - 9780750639521
U1  - 658.4013 OAK 
PY  - 2000///
CY  - New York : 
PB  - Routledge
KW  - Total quality management
N1  - 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	
N2  - 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
ER  -