Managing Quality, 6th Edition

Preface

The subject of Quality Management is vast. There are many issues and interfaces to consider, and there are a considerable number of tools, techniques and systems which an organization can use to assist it in the introduction and development of the concept. The text covers the main aspects and functions of Quality Management, from identifying customer needs and requirements through to quality planning, supply and production/operations. This sixth edition of Managing Quality builds on the success of the previous publications. The book covers the main concepts and issues currently being debated and considered by business leaders throughout the world. It is a very comprehensive text and has developed a track record and following amongst students, academics and practitioners. Its purpose is to provide the reader with an appreciation of the concepts and principles of Quality Management. It has proved to be a wide-ranging source of reference for the many tools, techniques and systems which are associated with the concept.

In the book the term ‘total quality management’ (TQM) is used to describe the process of transformation by which all parts of the organization have a focus on quality with the ultimate objective of customer satisfaction and delight. Some people argue that the term TQM has fallen out of use, with directors and managers regarding it as a fallen star and a jaded concept. They moved on to what are perceived as newer concepts (e.g. Six Sigma, lean mapping, etc.). ...