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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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