Quality: An Introduction

✍ Scribed by John Beckford

• Year: 2002
• Tongue: English
• Leaves: 351
• Edition: 2
• Category: Library

✦ Synopsis

The second edition of this best-selling textbook provides a comprehensive introduction to the theory and practice of quality in the context of management thinking. Fully revised and updated, it reviews the study of the quality movement throughout the twentieth century. The wide-ranging approach encompasses both traditional and contemporary approaches based on systems thinking.Improvements on the first edition include: revised and updated chapters which explore the notion of quality in greater depth, and relate quality directly to organisational effectiveness consideration of the substantial changes brought about by the introduction of ISO9000:2000 and exploration of the links to IIP, ISO14000, ISO19000, Management Charter and the Business Excellence Model revised examination of Business Process Re-engineering which emphasizes the application of chaos and complexity theories a completely rewritten approach to statistical methods a new section on 'Skills Based Quality Management' - an approach to quality in the professional sector developed by the author and his colleagues an entirely new chapter dealing with the Business Excellence Model.

✦ Table of Contents

Book Cover......Page 1
Title......Page 4
Contents......Page 5
List of figures......Page 11
List of boxes......Page 13
List of vignettes......Page 15
Preface to the second edition......Page 16
Preface to the first edition......Page 18
Acknowledgements......Page 21
INTRODUCING QUALITY......Page 24
THE QUALITY IMPERATIVE......Page 26
QUALITY: A STRATEGIC DECISION?......Page 38
BARRIERS TO QUALITY......Page 46
THE EMERGENCE OF MANAGEMENT......Page 61
THE QUALITY GURUS......Page 74
PHILIP B. CROSBY......Page 76
W. EDWARDS DEMING......Page 88
ARMAND V. FEIGENBAUM......Page 107
KAORU ISHIKAWA......Page 116
JOSEPH M. JURAN......Page 128
JOHN S. OAKLAND......Page 139
SHIGEO SHINGO......Page 152
GENICHI TAGUCHI......Page 158
CONTEMPORARY THINKING......Page 166
CONTINGENCY THEORY......Page 168
ORGANIZATIONS AS SYSTEMS......Page 174
ORGANIZATIONAL CYBERNETICS......Page 181
SOFT SYSTEMS THINKING......Page 193
CRITICAL SYSTEMS THINKING......Page 199
BUSINESS PROCESS RE-ENGINEERING......Page 214
ORGANIZATIONAL LEARNING......Page 222
METHODS, TOOLS AND TECHNIQUES......Page 232
PROCESS ANALYSIS......Page 234
QUALITY MANAGEMENT SYSTEMS......Page 243
UNDERSTANDING STATISTICAL METHODS......Page 254
BENCHMARKING......Page 260
SUPPLIER DEVELOPMENT......Page 267
QUALITATIVE METHODS......Page 273
TOTAL QUALITY MANAGEMENT THROUGH TOTAL SYSTEMS INTERVENTION......Page 281
SUSTAINABLE ORGANIZATION......Page 288
SKILLS-BASED QUALITY MANAGEMENT......Page 300
STAKEHOLDER PARTICIPATION......Page 311
IMPLEMENTING QUALITY PROGRAMMES......Page 326
Afterword......Page 334
Glossary of terms and abbreviations......Page 336
Further reading......Page 340
References......Page 342
Index......Page 346