The Essence of Total Quality Management

by Bank

• ISBN13: 9780135731147
• ISBN10: 0135731143
• Edition: 2nd
• Format: Paperback
• Copyright: 2001-11-01
• Publisher: Pearson P T R

Summary

A concise overview of the TQM topic including its history. This text places quality as a major management concern, describing how to develop a positive Total Quality Management company culture. The text sets out the main concepts of total quality management and traditional quality control and analyses the costs of quality (eg presentation, appraisal, international failure, external failure and lost opportunities).

Author Biography

John Bank is a Lecturer in Quality Management at the Cranfield School of Management.

Table of Contents

Preface to the second edition	ix
Acknowledgements	xv
Focus on the customer	1	(30)
The customer as king	1	(6)
Consumer power	7	(1)
Customer care the American way	8	(3)
Small businesses count	11	(3)
Disregarding the customer	14	(6)
Relationship marketing puts customers centre stage	20	(3)
Customer requirements	23	(5)
Notes	28	(3)
Core concepts of total quality management	31	(54)
Quality for profit	31	(4)
Right first time	35	(5)
Cost of quality	40	(1)
Benchmarking	41	(6)
Everyone is involved	47	(2)
Synergy in teamwork	49	(10)
Ownership and elements of self-management	59	(4)
Managers as role models	63	(6)
Recognition and rewards	69	(3)
The quality delivery process	72	(5)
A paradigm shift to quality	77	(2)
Standards, quality accreditation and quality systems	79	(4)
Notes	83	(2)
Learning from the quality gurus	85	(22)
W. Edwards Deming (1900--93)	85	(8)
Joseph M. Juran	93	(4)
Kaoru Ishikawa (1915--89)	97	(1)
Philip B. Crosby	97	(5)
John S. Oakland	102	(3)
Notes	105	(2)
Cutting the cost of quality	107	(33)
Case study of the space shuttle Challenger accident	107	(12)
Cost of quality	119	(2)
Cost of quality examples	121	(17)
Notes	138	(2)
Case studies of total quality management	140	(50)
Changing company culture	140	(4)
The Body Shop -- 24 years of customer focus	144	(4)
British Airways -- new routes to customer service	148	(8)
IBM -- creating a quality policy and plan	156	(7)
Xerox 2000 -- driving quality into the business plan	163	(5)
Paul Revere Insurance Group -- TQM in a paper and ideas business	168	(8)
Royal Mail -- projects for TQM	176	(12)
Notes	188	(2)
Tools and techniques of total quality management	190	(24)
Techniques for analysing a quality process	190	(6)
Statistical process control	196	(2)
Organized problem-solving	198	(1)
Problem-solving tools	199	(14)
Notes	213	(1)
Evaluating total quality management	214	(19)
Quality awards as assessment	221	(3)
TQM -- just another fad?	224	(7)
Notes	231	(2)
Avoiding the hype	233	(16)
Further reading	233	(13)
Conclusion	246	(1)
Notes	247	(2)
Appendix: Global benchmarking organizations	249	(2)
Index	251