Cases in total quality management
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Bibliographic Information
Cases in total quality management
Butterworth-Heinemann, 1994
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Includes index
Description and Table of Contents
Description
This text of cases draws together a variety of international examples from many areas. It supplies information for students on business or management studies courses to give practicality in an academic setting, or for use by directors and managers to give a comparison of their own operations. The cases in the book are organized loosely around John Oakland's models for TQM, covering such aspects as culture change, systems (including the quality award frameworks), measurement, tools/techniques and teamwork for improvement, implementation and integrating TQM into the strategy of the organisation. Specific company cases include: British Gas; CMB; Esso Research; Exxm Chemical; Hills Industries; Lynx Pirelli Communications; Prudential lnsurance; Shorts Brothers; Thomas Cook; Tioxide; and others under fictitious names.
Table of Contents
- The foundations for TQM - culture change through total quality at Lynx
- TQM in the research and development environment - a balanced approach between "hard" and "soft" quality - Esso Research Centre
- the role of tools, techniques and measurement - problem solving and the use of improvement tools and techniques at Hills Industries
- customer satisfaction, quality improvement and the use of SPC tools at Charter Chemicals
- quality costing at Zentech Computing Services Ltd.
- quality costing at Windowco Ltd.
- measuring improvements at Shorts Brothers
- TQM -its implementation and integration into strategy - implementing TQM at Newtech Tools Ltd.
- TQM implementation in British Gas West Midlands
- building a quality organization in Informat
- goal deployment in Exxon Chemical
- implementing TQM at the University of Bradford Management Centre. (Part contents)
by "Nielsen BookData"
