Oakland on Quality Management

ISBN-13: 9780750657419 / Angielski / Twarda / 2004 / 488 str.

John S. Oakland

Opis

'Oakland on the New Quality Management' shows managers how to implement a Total Quality Management strategy throughout all activities and thereby achieve top quality performance overall, not just focusing on product or service quality. The text addresses the issues of implementing TQM, teamwork, and changes in culture, and emphasizes the integration of TQM into the strategy of the organization with specific advice on how to implement TQM. Topics covered include quality function deployment (QFD), communications and quality strategy, measurement and benchmarking, and teamwork for culture change, including the 'Drive' model. Ten points are presented to aid senior management in their thinking on commitment, culture and communication issues.

Recenzje

"John Oakland has a rare talent for bridging the gulf between quality theorists and business pragmatists. Through simple language and real case studies his "Total Quality Management" helps us bring Quality into the business." (Bill Black, Quality Director, Airbus, Toulouse)

"As usual John Oakland offers insightful and innovative comments on quality and its management. A must read for anyone who worries about the quality of their products or services - i.e. everyone" (Professor Andy Neely, Associate Director, Advanced Institute of Management Research, London Business School)

"A comprehensive insight into a subject central to the debate on improving service performance and efficiency" (Steve Johnson, Director, Quality Public Services, Inland Revenue)

"John Oakland's "Total Quality Management" proved an invaluable and insightful reference, offering much supportive material during the completion of my MA studies" (Magi Coles, Quality Manager, Department for Work and Pensions)

"A structured approach to thinking clearly, which has helped us to produce tangible results" (Dr Graham Coley, Director Business Continuity, QinetiQ)

"John Oakland's book "Total Quality Management" guided us as we put is place the appropriate process and systems, change behaviours and practices enabling our transformation from a public sector organisation to a private sector company." (Peter Morling, Head of Business Assurance, QinetiQ)

"A truly practical guide that I find useful for my own purposes, and the countless number of times I've referred others, who have asked for a definitive and practical guide to TQM. The author's understanding of the value of practical examples and case studies makes all the difference. This book helps you improve your performance". (John Smith, Director, British Quality Foundation, London)

"When it comes to expressing business excellence in straight forward practical language, nobody does it better than John Oakland. A refreshing and comprehensive text which makes a complex organisational challenge a little easier to understand, implement and sustain, irrespective of product, service, size or culture". (Tom Short, Director, Performance Improvement Centre, Auckland, NZ)

Spis treści

Part One The Foundations of TQM
Understanding quality; Models and frameworks for total quality management; Leadership and commitment
Part Two Planning; Policy, strategy and goal deployment; Partnerships and resources; Design for quality Part Three Performance; Performance measurement frameworks; Self-assessment, audits and reviews; Benchmarking Part Four Processes; Process management; Process redesign/ engineering; Quality management system; Continuous improvement
Part Five People; 14 Human resource management; Culture change through teamwork; Communications, innovation and learning Part Six Implementation; Implementing TQM

O autorze

John S. Oakland