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 What is Quality Assurance? 161 What is a Quality Management System? 162 The Development of Quality Management System Standards 163 The ISO 9000 Series of Standards: An Overview 166 Implementation Guidelines for ISO 9001 168 Quality Management System Assessment and Registration 171 ISO 9000 Series Registration: A Model for Small Companies 172 Benefits and Limitations of the ISO 9000 Series of Standards 175 Summary 179 References 180 Chapter 9 Quality Management Tools 181 B. G. DALE, B. DEHE AND D. BAMFORD Introduction 181 Selecting Tools and Techniques 182 Difficulties and Issues Relating to the Use of Tools and Techniques 186 Problem-Solving Methodology 187 Checklists 192 Flowcharts 192 Checksheets 193 Tally Charts and Histograms 195 Graphs 197 Pareto Analysis 198 Cause-and-Effect Diagrams 200 Scatter Diagrams and Regression Analysis 202 The Seven Management Tools 202 Summary 212 References 213 Chapter 10 Quality Management Techniques 215 B. G. DALE, B. DEHE AND D. BAMFORD Introduction 215 Quality Function Deployment 215 Design of Experiments 224 Failure Mode and Effects Analysis 226 Statistical Process Control 234 Benchmarking 243 Business Process Re-engineering and Value Stream Mapping 249 Six Sigma 257 References 265 Part Four TQM through Continuous Improvement 269 Chapter 11 Teams and Teamwork 271 B. G. DALE, J. BAMFORD, D. BAMFORD AND A. VAN DER WIELE Introduction 271 The Role of Teams in Continuous Improvement 272 Types of Teams 272 Evaluation of Teams 278 Team Competition 279 Guidelines for Developing Effective Teams 279 Summary 281 References 282 Chapter 12 Self-Assessment, Models and Quality Awards 283 B. G. DALE, J. BAMFORD, D. BAMFORD AND A. VAN DER WIELE Introduction 283 Quality, TQM, Strategic Process Improvement and Excellence 286 Award Models 287 The Self-Assessment Process 293 Success Factors for Self-Assessment 295 Difficulties with Self-Assessment 295 Summary 296 References 298 Chapter 13 Managing Quality: New Challenges 301 B. G. DALE, J. BAMFORD, D. BAMFORD AND A. VAN DER WIELE Introduction 301 Developments 301 Old Quality Management 303 New Quality Management 304 TQM and Strategic Process Improvement in the BRIC Economies 308 Summary 309 References 310 Chapter 14 Managing Quality: The Future 311 B. G. DALE, J. BAMFORD, D. BAMFORD AND A. VAN DER WIELE Introduction 311 The Importance of Quality 311 Quality Management: A Continuous Process 312 Measuring Progress towards Quality Management 313 Quality Management Issues which Need to be Considered in the Future 317 Summary 320 References 320 Index 321
