Oakland on quality management

'Oakland on the New Quality Management' shows managers how to implement a Total Quality Management strategy throughout all activities and thereby achieve top quality performance overall, not just focusing on product or service quality. The text addresses the issues of implementing TQM, teamwork, and changes in culture, and emphasizes the integration of TQM into the strategy of the organization with specific advice on how to implement TQM. Topics covered include quality function deployment (QFD), communications and quality strategy, measurement and benchmarking, and teamwork for culture change, including the 'Drive' model. Ten points are presented to aid senior management in their thinking on commitment, culture and communication issues.

Part One The Foundations of TQM Understanding quality, Models and frameworks for total quality management, Leadership and commitment Part Two Planning, Policy, strategy and goal deployment, Partnerships and resources, Design for quality Part Three Performance, Performance measurement frameworks, Self-assessment, audits and reviews, Benchmarking Part Four Processes, Process management, Process redesign/ engineering, Quality management system, Continuous improvement Part Five People, 14 Human resource management, Culture change through teamwork, Communications, innovation and learning Part Six Implementation, Implementing TQM

Directors and managers working in organizations who would like to improve performance. Postgraduate students working towards professional qualifications in management for quality assurance.

John Oakland has a rare talent for bridging the gulf between quality theorists and business pragmatists. Through simple language and real case studies his 'Total Quality Management' helps us bring Quality into the business.'Bill Black, Quality Director, Airbus, Toulouse 'As usual John Oakland offers insightful and innovative comments on quality and its management. A must read for anyone who worries about the quality of their products or services - i.e. everyone'Professor Andy Neely, Associate Director, Advanced Institute of Management Research, London Business School 'A comprehensive insight into a subject central to the debate on improving service performance and efficiency'Steve Johnson, Director, Quality Public Services, Inland Revenue'John Oakland's 'Total Quality Management' proved an