Managing Quality

List of figures
List of tables and boxes
List of standards
List of abbreviations
List of contributors
Preface

Part I The Development, Introduction and Sustaining of Total Quality Management (TQM)
1 TQM An Overview
2 The Role of Management in TQM
3 The Received Wisdom on TQM
4 The Introduction of TQM
5 A Framework for the Introduction of TQM
6 Levels of TQM Adoption
7 Sustaining TQM

Part II The Business Context of TQM
8 Policy Deployment
9 Quality Costing
10 Managing People
11 Managing Service Quality
12 Supplier Development

Part III Quality Management Systems, Tools and Techniques
13 Quality Management Systems
14 Integrated Management Systems
15 Tools and Techniques An Overview
16 Quality Function Deployment
17 Design of Experiments
18 Failure Mode and Effects Analysis
19 Statistical Process Control
20 Six Sigma
21 Benchmarking
22 Business Process Re-engineering
23 Teams and Teamwork
24 Self-Assessment, Models and Quality Awards
25 Improvement Approaches

Part IV TQM through Continuous Improvement
26 Quality Management New Challenges
27 Managing Quality Epilogue

Index