Managing quality : an essential guide and resource gateway / edited by Barrie G. Dale, David Bamford and Ton van der Wiele.

By:

Dale, B. G

Contributor(s):

Material type: Text

TextPublication details: Chichester, West Sussex: Wiley: 2016Edition: Sixth editionDescription: xxii, 330 pages : DiagramsISBN:

9781119130925

Subject(s):

Total quality management

DDC classification:

658.562 DAL

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
2 Hour Loan	Clonmel Library Reserve - Library Issue Desk	658.562 DAL (Browse shelf(Opens below))	1	Library Use Only		39002100625244
3 Day Loan	Clonmel Library Short Loan	658.562 DAL (Browse shelf(Opens below))	2	Available		39002100625236

Enhanced descriptions from Syndetics:

An essential quality management resource for students and practitioners alike--now in its sixth edition

This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner.

A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market

The word "quality" has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure - and sustain - high quality standards.

Table of contents provided by Syndetics

List of Figures (p. xi)
List of Tables and Boxes (p. xiii)
Acknowledgements (p. xv)
Preface (p. xvii)
About the Authors (p. xxi)
Part 1 The Development and Introduction of Total Quality Management (TQM) (p. 1)
Chapter 1 TQM: An Overview and the Role of Management (p. 3)
Introduction (p. 3)
What is Quality? (p. 4)
Why is Quality Important? (p. 11)
The Evolution of Quality Management (p. 15)
The Key Elements of TQM (p. 22)
The Need for Senior Managers to Get Involved in TQM (p. 25)
What Senior Managers Need to Know about TQM (p. 28)
What Senior Managers Need to Do about TQM (p. 29)
Summary (p. 33)
References (p. 33)
Chapter 2 The Received Wisdom on TQM (p. 37)
Introduction (p. 37)
Crosby (1926-2001) (p. 37)
Deming (1900-1993) (p. 39)
Feigenbaum (1922-2014) (p. 41)
Juran (1904-2008) (p. 43)
Are the Approaches of these Gurus Different? (p. 44)
Imai (b. 1930) (p. 45)
Ishikawa (1915-1989) (p. 45)
Shingo (1909-1990) (p. 46)
Taguchi (1924-2012) (p. 47)
Japanese-Style Total Quality (p. 48)
Summary (p. 49)
References (p. 50)
Chapter 3 The Introduction and a Framework for TQM (p. 53)
Introduction (p. 53)
Change mid Continuous Improvement (p. 54)
Forces for Change (p. 55)
How Do Companies Get Started? (p. 57)
Approaches to TQM (p. 58)
A Framework for the Introduction of TQM (p. 60)
Organizing (p. 63)
Systems and Techniques (p. 66)
Measurement and Feedback (p. 67)
Changing the Culture (p. 69)
Use of the Framework (p. 72)
Outcomes (p. 74)
Summary (p. 74)
References (p. 75)
Part 2 The Business Context of TQM (p. 77)
Chapter 4 Policy Deployment (p. 79)
Introduction (p. 79)
Definitions: Policy Deployment (p. 81)
What is Policy Deployment? (p. 82)
What Policy Deployment is Not (p. 84)
The Policy Deployment Process (p. 85)
A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment (p. 92)
Summary (p. 97)
References (p. 99)
Chapter 5 Quality Costing (p. 101)
Introduction (p. 101)
Definition and Categorization of Quality Costs (p. 101)
Collecting Quality Costs (p. 105)
Some Cost Aspects in Business (p. 108)
Reporting Quality Costs (p. 110)
Uses of Quality Costs (p. 112)
Summary (p. 116)
References (p. 117)
Chapter 6 Managing Service Quality (p. 119)
Introduction (p. 119)
The Service Environment (p. 120)
Defining Service Quality (p. 122)
IK- Me of Personnel in Service Delivery (p. 128)
Service Delivery (p. 130)
Summary (p. 135)
References (p. 136)
Chapter 7 Supplier Development (p. 141)
Introduction (p. 141)
Long-Term Issues of Partnership (p. 142)
Barriers to Developing Partnerships (p. 143)
Conditions of Partnership (p. 146)
The Issues to be Considered in Partnership (p. 147)
The Process of Partnership (p. 151)
Potential Difficulties of Operating Partnerships (p. 153)
Summary (p. 154)
References (p. 156)
Part 3 Quality Management Systems, Tools and Techniques (p. 159)
Chapter 8 Quality Management Systems and the ISO 9000 series (p. 161)
Introduction (p. 161)
What is Quality Assurance? (p. 161)
What is a Quality Management System? (p. 162)
The Development of Quality Management System Standards (p. 163)
The ISO 9000 Series of Standards: An Overview (p. 166)
Implementation Guidelines for ISO 9001 (p. 168)
Quality Management System Assessment and Registration (p. 171)
ISO 9000 Series Registration: A Model for Small Companies (p. 172)
Benefits and Limitations of the ISO 9000 Series of Standards (p. 175)
Summary (p. 179)
References (p. 180)
Chapter 9 Quality Management Tools (p. 181)
Introduction (p. 181)
Selecting Tools and Techniques (p. 182)
Difficulties and Issues Relating to the Use of Tools and Techniques (p. 186)
Problem-Solving Methodology (p. 187)
Checklists (p. 192)
Flowcharts (p. 192)
Checksheets (p. 193)
Tally Charts and Histograms (p. 195)
Graphs (p. 197)
Pareto Analysis (p. 198)
Cause-and-Effect Diagrams (p. 200)
Scatter Diagrams and Regression Analysis (p. 202)
The Seven Management Tools (p. 202)
Summary (p. 212)
References (p. 213)
Chapter 10 Quality Management Techniques (p. 215)
Introduction (p. 215)
Quality Function Deployment (p. 215)
Design of Experiments (p. 224)
Failure Mode and Effects Analysis (p. 226)
Statistical Process Control (p. 234)
Benchmarking (p. 243)
Business Proem Re-engineering and Value Stream Mapping (p. 249)
Six Sigma (p. 257)
References (p. 265)
Part 4 TQM through Continuous Improvement (p. 269)
Chapter 11 Teams and Teamwork (p. 271)
Introduction (p. 271)
The Role of Teams in Continuous Improvement (p. 272)
Types of Teams (p. 272)
Evaluation of Teams (p. 278)
Team Competition (p. 279)
Guidelines for Developing Effective Teams (p. 279)
Summary (p. 281)
References (p. 282)
Chapter 12 Self-Assessment, Models and Quality Awards (p. 283)
Introduction (p. 283)
Quality, TQM, Strategic Process Improvement and Excellence (p. 286)
Award Models (p. 287)
The Self-Assessment Process (p. 293)
Success Factors for Self-Assessment (p. 295)
Difficulties with Self-Assessment (p. 295)
Summary (p. 296)
References (p. 298)
Chapter 13 Managing Quality: New Challenges (p. 301)
Introduction (p. 301)
Developments (p. 301)
'Old' Quality Management (p. 303)
'New' Quality Management (p. 304)
TQM and Strategic Process Improvement in the BRIC Economies (p. 308)
Summary (p. 309)
References (p. 310)
Chapter 14 Managing Quality: The Future (p. 311)
Introduction (p. 311)
The Importance of Quality (p. 311)
Quality Management: A Continuous Process (p. 312)
Measuring Progress towards Quality Management (p. 313)
Quality Management Issues which Need to be Considered in the Future (p. 317)
Summary (p. 320)
References (p. 320)
Index (p. 321)

Author notes provided by Syndetics

Barrie G. Dale is Professor Emeritus of Quality Management at Alliance Manchester Business School and the author/co-author of numerous books.
David Bamford is a Professor of Operations Management and an experienced industrialist/academic with multiple publications to his name, including co-author of the Essential Guide to Operations Management.
Ton Van Der Wiele is Associate Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam.

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