1. Total Quality Management: An Introduction -- 2. Approaches to Total Quality Management -- 3. Managing Human Resources for TQM -- 4. What Senior Management Need to Know about Quality Costing -- 5. The Role of Senior Management in Total Quality Management -- 6. Total Quality Management: Some Common Failings of Senior Management -- 7. Motivation, Change and Culture -- 8. Involvement at Work -- 9. The Japanese Approach to Total Quality Management -- 10. Epilogue
Summary
This edition has been re-focused onto new key issues in continuous improvement, incorporating the latest thinking and research on behavioural issues in quality management as well as self assessment and quality award models