The 3rd edition of this top-selling text?continues to provide a complete knowledge platform for all those wishing to study the development of the theory and practice of quality management. Building upon previous editions? unique critical perspective on quality, this edition?is enhanced by the inclusion of the latest contemporary developments in quality thinking, including Integrated Management Systems, Lean Manufacturing and SMART thinking, as well as updated, real-world examples in applying quality methods. In addition, existing understanding of the environmental impact of the quality movement will be extended into a broader understanding of environmental, financial, regulatory and behavioral sustainability. The book also addresses the issues of Corporate Governance and Corporate Social Responsibility which are now informing the decision making and behavior of managers.
Key features include:
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Complete introduction to quality in the context of management thinking
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In depth reviews of the contributions of ?Quality Gurus?
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Contemporary developments in theory and practice
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International case studies drawn from both public and private sectors
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Equal emphasis on both manufacturing and service sectors
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Practical ?case study? focused toolkits and applications
List of Figures
List of Vignettes
Preface to the Third Edition
Acknowledgements
Preface to the Second Edition
Preface to the First Edition
Part I : Introducing Quality
Chapter 1 : The Quality Imperative
Chapter 2 : Quality : A Strategic Decision?
Chapter 3 : Barriers to Quality
Chapter 4 : The Emergence of Management
Part II : The Quality Gurus
Chapter 5 : Philip B. Crosby
Chapter 6 : W. Edwards Deming
Chapter 7 : Armand V. Feigenbaum
Chapter 8 : Kaoru Ishikawa
Chapter 9 : Joseph M. Juran
Chapter 10 : John S. Orkland
Chapter 11 : Taiichi Ohno
Chapter 12 : Shigeo Shingo
Chapter 13 : Genichi Taguchi
Part III : Contemporary Thinking
Chapter 14 : Contingency Theory
Chapter 15 : Organizations as Systems
Chapter 16 : Organizational Cybernetics
Chapter 17 : Soft Systems Thinking
Chapter 18 : Critical Systems Thinking
Chapter 19 : Business Process Re-Engineering
Chapter 20 : The Learning Organization
Chapter 21 : Systemic Quality Management
Part IV : Quality in Practice : A Case Study
Chapter 22 : SB Foods : A Problem of Quality?
Chapter 23 : First Intervention
Chapter 24 : Second Intervention
Chapter 25 : Final Intervention
Afterword
Further Reading
Glossary of Terms and Abbreviations
References
Index
