Total Quality Management

Text with Cases

As with previous editions, the book is written in a logical and very practical style, supported by eleven real life case studies, reflecting the latest developments from leading exponents of TQM and Business excellence. Seven of the cases are brand new. Through all this, the author demonstrates how a total quality or business excellence strategy can be applied in all activities to achieve world-class performance.

In earlier chapters we have seen how the keystone of quality management is the
concept of customer and supplier working together for their mutual advantage.
For any particular organization this becomes 'total' quality management if the
supplier/customer interfaces extend beyond the immediate customers, back
inside the organization, and beyond the immediate suppliers. In order to achieve
this, a company must organize itself in such a way that the human, administrative
and ...