The 3rd edition of this top-selling text continues to provide a complete knowledge platform for all those wishing to study the development of the theory and practice of quality management. Building upon previous editions' unique critical perspective on quality, this edition is enhanced by the inclusion of the latest contemporary developments in quality thinking, including Integrated Management Systems, Lean Manufacturing and SMART thinking, as well as updated, real-world examples in applying quality methods. In addition, existing understanding of the environmental impact of the quality movement will be extended into a broader understanding of environmental, financial, regulatory and behavioral sustainability. The book also addresses the issues of Corporate Governance and Corporate Social Responsibility which are now informing the decision making and behavior of managers. Key features include: Complete introduction to quality in the context of management thinking In depth reviews of the contributions of 'Quality Gurus' Contemporary developments in theory and practice International case studies drawn from both public and private sectors Equal emphasis on both manufacturing and service sectors Practical 'case study' focused toolkits and applications

Table of Contents

List of Figures and Illustrations List of Vignettes Preface to Third Edition Acknowledgements Preface to Second Edition Preface to First Edition Part One: Introducing Quality User Guide 1 The Quality Imperative 2 Quality: A Strategic Decision? 3 Barriers to Quality 4 The Emergence of Management Part Two: The Quality Gurus User Guide 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 Three: Contemporary Thinking User Guide 14 Contingency Theory 15 Organisations as Systems 16 Organisational Cybernetics 17 Soft Systems Thinking 18 Critical Systems Thinking 19 Business Process Re-engineering 20 Organisational Learning 21 Systemic Quality Management Part Four: Methods, Tools & Techniques User Guide 22 SB Foods: A Quality Problem? 23 First Intervention 24 Second Intervention 25 Final Intervention Afterword Glossary of Terms and Abbreviations Further Reading References Index

About the Author

John Beckford, PhD is currently Managing Director and founder of Integra Management Systems, Ltd. He lectures extensively at the masters and doctoral level and has researched, written, and developed a wide variety of management education courses for universities and commercial organizations. He has worked worldwide in both the public and private sectors with a variety of organizations including Great North Eastern Railway, Hoverspeed, Doncaster, and South Humber Healthcare Trust NHS. Beckford is visiting Professor at the Department of Information Science at Loughborough University. He holds a PhD in Management Science, is a Member of the Institute of Management Services, and a Fellow of the Cybernetics Society.