'TQM: Text with Cases' is clearly written in a logical manner and points are supported by real life case studies. Professor Oakland demonstrates how a Total Quality Management strategy can be applied in all business activities to achieve world-class performance. This third edition features several major changes including new material on process modelling and management, quality management systems, people development, performance measurement, the Business Excellence Model, self-assessment, benchmarking, and the implementation of TQM. Case studies reflecting the latest developments in the area from leading exponents of TQM and Business Excellence have been included. These focus on organizations which have fully integrated the TQ approach into their business operations and delivered real benefits.

Table of Contents

The Foundations of TQM - Understanding quality; Models and frameworks for TQM; Leadership and commitment; Planning - Policy, strategy and goal deployment; Partnerships and resources; Design for quality; Performance - Performance measurement frameworks - a balanced scorecard; Self-assessment, audits and reviews; Processes - Process management; Process re-design/engineering; Quality management systems; Continuous improvement; People - Human resource management; Culture change through teamwork; Communication, innovation and learning; Implementation - Implementing TQM.

Prizes

Includes real life case studies to support points in the textIncludes new material on Six Sigma, the Excellence Model, and ISO 9000-2000Covers the latest developments in the area

Reviews

"I found the book very informative. It is not only useful in academic courses but is valuable as introductory reading material for managers intending to enhance their knowledge of quality management." - K Narasimhan, Learning & Teaching Fellow (Retd), The University of Bolton, UK