Managing Quality: An Essential Guide and Resource Gateway

This popular and highly successful text on quality management has been fully revised and updated to reflect recent developments in the field. This sixth edition includes new sections on value stream mapping and real–world insights into agile development, emerging markets, product research, evidence–based decision making and quality control. Offering tools, techniques and quality systems, some of the material and terminology has been adapted to bring the book completely up–to–date. Contributions from new co–author David Bamford, an experienced teacher and practitioner, offer fresh expertise on the strategic implementation of quality management.

Managing Quality is now accompanied with useful digital resources such as instructor materials, additional case studies, study aids and more via the book product page at www.wiley.com. An essential resource for students and practitioners alike.

′In business "what" we want to achieve is usually very transparent effectiveness, efficiency, profitability, etc. How we go about realising these goals is the challenging part. This modern guide to quality management helps to inform the "how". Its structured framework (development, business context, tools and techniques, sustaining) offers clarity of approach and detailed description at both macro and micro level.′
Alex Dixon, Director of Development & Construction, Bromford

′In a World increasingly focused on customer experience and satisfaction, as a means to compete and sustain business results, quality plays a greater role today than at any time before. The refocus on TQM here is refreshing and timely.′
Vernon Barker, Managing Director, Vernon Barker Consultancy Limited; Formerly Managing Director, FirstGroup Plc, UK Rail

Acknowledgements

Preface

About the Authors

Contributors

Part One The Development and Introduction of Total Quality Management (TQM)

Chapter One TQM: An Overview and the Role of Management
B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele

Introduction

What is Quality?

Why is Quality Important?

The Evolution of Quality Management

The Key Elements of TQM

The Need for Senior Managers to Get Involved in TQM

What Senior Managers Need to Know about TQM

What Senior Managers Need to Do about TQM

Summary

References

Chapter Two The Received Wisdom on TQM
B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele

Introduction

Crosby (1926 2001)

Deming (1900 1993)

Feigenbaum (b. 1922)

Juran (b. 1904)

Are the Approaches of these Gurus Different?

Imai (b. 1930)

Ishikawa (1915 1989)

Shingo (1909 1990)

Taguchi (b. 1924)

Japanese–Style Total Quality

Summary

References

Chapter Three The Introduction and A framework for TQM
B. G. Dale, M. Papalexi, D. Bamford and A. van der Wiele

Introduction

Change and Continuous Improvement

Forces for Change

How Do Companies Get Started?

Approaches to TQM

A Framework for the Introduction of TQM

Organizing

Systems and Techniques

Measurement and Feedback

Changing the Culture

Use of the Framework

Outcomes

Summary

References

Part Two The Business Context of TQM

Chapter Four Policy Deployment
R. G. Lee, B. G. Dale, I. Reid and D. Bamford

Introduction

Definitions: Policy Deployment

What is Policy Deployment?

What Policy Deployment is Not

The Policy Deployment Process

A Check–Reflect–Improve–Scrutinize–Pass (CRISP) Approach to Policy Deployment

Summary

References

Chapter Five Quality Costing
B. G. Dale, I. Reid and D. Bamford

Introduction

Definition and Categorization of Quality Costs

Collecting Quality Costs

Some Cost Aspects in Business

Reporting Quality Costs

Uses of Quality Costs

Summary

References

Chapter Six Managing Service Quality
B. R. Lewis, I. Reid and D. Bamford

Introduction

The Service Environment

Defining Service Quality

The Role of Personnel in Service Delivery

Service Delivery

Summary

References

Chapter Seven Supplier Development
B. G. Dale, B. Burnes, I. Reid and D. Bamford

Introduction

Long–Term Issues of Partnership

Barriers to Developing Partnerships

Conditions of Partnership

The Issues to be Considered in Partnership

The Process of Partnership

Potential Difficulties of Operating Partnerships

Summary

References

Part Three Quality Management Systems, Tools and Techniques

Chapter Eight Quality Management Systems and the ISO 9000 series
B. G. Dale, B. Dehe and D. Bamford

Introduction

What is Quality Assurance?

What is a Quality Management System?

The Development of Quality Management System Standards

The ISO 9000 Series of Standards: An Overview

Implementation Guidelines for ISO 9001

Quality Management System Assessment and Registration

ISO 9000 Series Registration: A Model for Small Companies

Benefits and Limitations of the ISO 9000 Series of Standards

Summary

References

Chapter Nine Quality Management Tools
B. G. Dale, B. Dehe and D. Bamford

Introduction

Selecting Tools and Techniques

Difficulties and Issues Relating to the Use of Tools and Techniques

Problem–Solving Methodology

Checklists

Flowcharts

Checksheets

Tally Charts and Histograms

Graphs

Pareto Analysis

Cause–and–Effect Diagrams

Scatter Diagrams and Regression Analysis

The Seven Management Tools

Summary

References

Chapter Ten Quality Management Techniques
B. G. Dale, B. Dehe and D. Bamford

Introduction

Quality Function Deployment

Design of Experiments

Failure Mode and Effects Analysis

Statistical Process Control

Benchmarking

Business Process Re–engineering and Value Stream Mapping

Six–sigma

References

Part Four TQM through Continuous Improvement

Chapter Eleven Teams and Teamwork
B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele

Introduction

The Role of Teams in Continuous Improvement

Types of Teams

Evaluation of Teams

Team Competition

Guidelines for Developing Effective Teams

Summary

References

Chapter Twelve Self–Assessment, Models and Quality Awards
B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele

Introduction

Quality, TQM, Strategic Process Improvement and Excellence

Award Models

The Self–Assessment Process

Success Factors for Self–Assessment

Difficulties with Self–Assessment

Summary

References

Chapter Thirteen Managing Quality: New Challenges
B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele

Introduction

Developments

Old Quality Management

New Quality Management

TQM and Strategic Process Improvement in the BRIC Economies

Summary

References

Chapter Fourteen Managing Quality: The Future
B. G. Dale, J. Bamford, D. Bamford and A. van der Wiele

Introduction

The Importance of Quality

Quality Management: A Continuous Process

Measuring Progress towards Quality Management

Quality Management Issues which Need to be Considered in the Future

Summary

References

Index

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.