Managing with Total Quality Management: Theory and Practice

✍ Scribed by Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington (auth.)

Publisher: Macmillan Education UK
Year: 1998
Tongue: English
Leaves: 225
Series: Management, Work and Organisations
Category: Library

No coin nor oath required. For personal study only.

✦ Table of Contents

Front Matter....Pages i-viii
Introduction....Pages 1-6
What do we Mean by ‘Quality’ and ‘TQM’?....Pages 7-16
The Origins and Development of TQM....Pages 17-33
TQM, Organisational Change and Human Resource Management....Pages 34-59
TQM in Practice....Pages 60-87
Citizens as Customers: The Politics of Quality in Local Government....Pages 88-108
Making TQM Work in a Tough Environment: British Steel Teesside Works....Pages 109-124
Fads and Fixes — Waving Goodbye to Quality in Financial Services?....Pages 125-141
Re-imaging Customer Service: the Management of Quality in Food Retailing....Pages 142-159
Pay, Rewards and Recognition: Managing Quality in a Small Firm....Pages 160-175
Conclusions: Whither TQM?....Pages 176-188
Back Matter....Pages 189-216

✦ Subjects

Management; Business Strategy/Leadership; Organization

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