Table of Contents

List of case studies, user guide and study plan. Part 1 Introducing quality: user guide, the quality imperative - the economic imperative/the social imperative/the environmental imperative; quality - a strategic decision?; operations, administration, strategy/normative decisions; barriers to quality systems and procedures - culture, organization design, management perspectives, costs of quality; The emergence of management - classical theory, critical review, reiteration, human relations theory, critical review, reiteration, relevance to quality. Part 2 The quality gurus: user guide - Philip B Crosby, philosophy, assumptions, methods, successes and failures, critical review; W Edwards Deming, philosophy, assumptions, methods, successes and failures, critical review; Armand V. Feigenbaum, philosophy, assumptions, methods, successes and failures, critical review; Kaoru Ishikawa, philosophy, assumptions, methods, successes and failures, critical review; Joseph M Juran, philosophy, assumptions, methods, successes and failures, critical review; John S Oakland, philosophy, assumptions, methods, successes and failures, critical review; Shigeo Shingo, philosophy, assumptions, methods, successes and failures, critical review; Genichi Taguchi, philosophy, assumptions, methods, successes and failures, critical review.