Managing Quality

BARRIE G. DALE is Professor Emeritus of Quality Management at Alliance Manchester Business School and the author/co-author of numerous books.

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.

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