Cover; Oakland on Quality Management; Contents; Preface; 1 Understanding quality; 2 Models and frameworks for quality management; 3 Leadership and commitment; 4 Policy, strategy and goal deployment; 5 Partnerships and resources; 6 Design for quality; 7 Performance measurement frameworks; 8 Self-assessment, audits and reviews; 9 Benchmarking; 10 Process management; 11 Process redesign/engineering; 12 Quality management systems; 13 Continuous improvement; 14 Human resource management; 15 Culture change through people and teamwork; 16 Communications, innovation and learning
Summary
Creating world class performance through business excellence
Notes
Revised edition of: Total quality management. 3rd ed. 2003
