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TQM: Text with Cases


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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.

Promotional Information

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


"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

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