Managing Quality

An Essential Guide and Resource Gateway
Herausgegeben:Dale, Barrie G.; Bamford, David; Van der Wiele, Ton

• Broschiertes Buch

Produktbeschreibung

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.

---

Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.

Produktdetails

• Verlag: Wiley & Sons
• Artikelnr. des Verlages: 1W119130920
• 6. Aufl.
• Seitenzahl: 352
• Erscheinungstermin: 29. Juli 2016
• Englisch
• Abmessung: 244mm x 170mm x 19mm
• Gewicht: 605g
• ISBN-13: 9781119130925
• ISBN-10: 1119130921
• Artikelnr.: 44989479

Autorenporträt

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.

Inhaltsangabe

List of Figures xi

List of Tables and Boxes xiii

Acknowledgements xv

Preface xvii

About the Authors xxi

Part One The Development and Introduction of Total Quality Management (TQM) 1

Chapter 1 TQM: An Overview and the Role of Management 3
B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE

Introduction 3

What is Quality? 4

Why is Quality Important? 11

The Evolution of Quality Management 15

The Key Elements of TQM 22

The Need for Senior Managers to Get Involved in TQM 25

What Senior Managers Need to Know about TQM 28

What Senior Managers Need to Do about TQM 29

Summary 33

References 33

Chapter 2 The Received Wisdom on TQM 37
B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE

Introduction 37

Crosby (1926-2001) 37

Deming (1900-1993) 39

Feigenbaum (1922-2014) 41

Juran (1904-2008) 43

Are the Approaches of these Gurus Different? 44

Imai (b. 1930) 45

Ishikawa (1915-1989) 45

Shingo (1909-1990) 46

Taguchi (1924-2012) 47

Japanese-Style Total Quality 48

Summary 49

References 50

Chapter 3 The Introduction and a Framework for TQM 53
B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE

Introduction 53

Change and Continuous Improvement 54

Forces for Change 55

How Do Companies Get Started? 57

Approaches to TQM 58

A Framework for the Introduction of TQM 60

Organizing 63

Systems and Techniques 66

Measurement and Feedback 67

Changing the Culture 69

Use of the Framework 72

Outcomes 74

Summary 74

References 75

Part Two The Business Context of TQM 77

Chapter 4 Policy Deployment 79
R. G. LEE, B. G. DALE, I. REID AND D. BAMFORD

Introduction 79

Definitions: Policy Deployment 81

What is Policy Deployment? 82

What Policy Deployment is Not 84

The Policy Deployment Process 85

A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment 92

Summary 97

References 99

Chapter 5 Quality Costing 101
B. G. DALE, I. REID AND D. BAMFORD

Introduction 101

Definition and Categorization of Quality Costs 101

Collecting Quality Costs 105

Some Cost Aspects in Business 108

Reporting Quality Costs 110

Uses of Quality Costs 112

Summary 116

References 117

Chapter 6 Managing Service Quality 119
B. R. LEWIS, I. REID AND D. BAMFORD

Introduction 119

The Service Environment 120

Defining Service Quality 122

The Role of Personnel in Service Delivery 128

Service Delivery 130

Summary 135

References 136

Chapter 7 Supplier Development 141
B. G. DALE, B. BURNES, I. REID AND D. BAMFORD

Introduction 141

Long-Term Issues of Partnership 142

Barriers to Developing Partnerships 143

Conditions of Partnership 146

The Issues to be Considered in Partnership 147

The Process of Partnership 151

Potential Difficulties of Operating Partnerships 153

Summary 154

References 156

Part Three Quality Management Systems, Tools and Techniques 159

Chapter 8 Quality Management Systems and the ISO 9000 series 161
B. G. DALE, B. DEHE AND D. BAMFORD

Introduction 161