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

DAVID BAMFORD is a Professor of Operations Management and an experienced industrialist/academic with multiple publications to his name, including co-author of the Essential Guide to Operations Management.

TON VAN DER WIELE is Associate Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam.

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