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Quality: A Critical Introduction, fourth edition, continues to provide a complete knowledge platform for all those wishing to study the development of the theory and practice of quality management. Exploring the basics of management theory and the work of the quality gurus, who have formed the foundation of current practice, this new edition builds upon the previous editions' unique critical perspective of quality. A number of key management practices are considered including the new ISO9001:2015 standards, EFQM, systems thinking, systems practice, business process reengineering, six-sigma, organisational learning, intelligent organisation, skills based quality management and service quality management. An extended, in-depth case studies completes the text, exploring organisational performance transformation through the use of key methodologies, such as: soft systems; viable systems modelling; process analysis, job design and statistical methods. Replete with examples, vignettes and diagrams this comprehensive textbook is ideal for those new to the field of quality management and for students on undergraduate and postgraduate courses in Operations Management where quality management is taught.
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Table of Contents

Part I: Introducing Quality 1. The Quality Imperative 2. Quality: A Strategic Decision? 3. Barriers to Quality 4. The Emergence of Management Part II: The Quality Gurus 5. Philip B. Crosby 6. W. Edwards Deming 7. Armand V. Feigenbaum 8. Kaoru Ishikawa 9. Joseph M. Juran 10. John S. Oakland 11. Taiichi Ohno 12. Shigeo Shingo 13. Genichi Taguchi Part III: Contemporary Thinking 14. Quality Management System Standards 15. Organisations as Systems 16. Systems Methodologies 17. Business Process Re-Engineering 18. The Learning Organisation 19. Service Quality Management Part IV: Methods, Tools & Techniques 20. Western Paper: A Problem of Quality? 21. First Intervention 22. Second Intervention 23. Final Intervention

About the Author

John Beckford is an independent consultant and Visiting Professor in the Department of Science, Engineering, Technology and Public Policy at University College London and in the Centre for Information Management at Loughborough University, UK


An authoritative overview of Quality both in theory and in practice. Essential reading not just for Quality students but practitioners, managers and anyone interested in doing this better. Mark Chadwick, Director of Business Services, Fusion 21 Compelling and thought provoking. Quality gives an important systemic and triple bottom line perspective (economy, environment, social) on the imperative of Quality. Specifically, highlighting that quality is to a large degree dependent on customer perceptions, and the importance of aligning organisational purpose and performance evaluation with enabling/delivering the type and quality of outcomes customers expect/demand. Significantly, Quality requires more than a focus purely on the efficiency of internal processes. Dr Tom Dolan, Research Associate and Centre Co-ordinator, International Centre for Infrastructure Futures (ICIF)

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