商品詳細

This comprehensive and successful Total Quality Management text has developed a following amongst students, academics and practitioners. It provides readers with an appreciation of the concepts and principles of TQM and is a wide-ranging source of reference for the many associated tools, techniques and systems. For the third edition of this successful text, the author has undertaken a complete revision based on feedback from users of the previous two editions. There are new contributors and additional chapters have been added to reflect recent developments in the field. New material has been introduced on:The role of management in Total Quality Management.Policy deployment.Sustaining TQM.Business Process Re-engineering.Self-assessment, models, quality awards.In addition, some of the material has been re-ordered and changes have been made to the terminology. This text balances contributions from practitioners with those from the academic community and can be used to gain an overview of TQM as a whole, to find new ideas or angles on TQM, or to dip into a particular subject, since each chapter also stands alone.