Total Quality Management in Action

Front Matter....Pages i-ix
Front Matter....Pages 1-1
The European Foundation for Quality Management: latest developments....Pages 3-8
Creating robust product and process design....Pages 9-17
Leadership in the 21st century....Pages 18-27
The system works...only through co-operation....Pages 28-39
A strategy for nurturing a culture of continuous improvement....Pages 40-49
TI Europe — “Strategies for Excellence”....Pages 50-60
Doing quality from the middle: the Sheffield experience....Pages 61-71
Quality deployment in the service sector....Pages 72-81
Onwards and upwards — building on business excellence....Pages 82-85
Achieving excellence in small and medium sized enterprises....Pages 86-91
Overcoming the barriers to TQM....Pages 92-101
Planning for excellence....Pages 102-107
Forget managing change — get back to managing the business....Pages 108-113
Front Matter....Pages 115-115
Principles of quality in the community....Pages 117-121
Quality management systems in HEIs in the UK: an empirical study....Pages 122-125
Implementation of a holistic quality concept at a university as a tool for increasing efficiency and effectiveness....Pages 126-133
An evaluation of the introduction of TQM in Castle junior school....Pages 134-137
Assessing service quality in charity and voluntary organisations....Pages 138-141
Front Matter....Pages 143-143
Converting an internal audit into a positive process....Pages 145-147
Integrating quality and business planning using a self assessment matrix....Pages 148-152
Front Matter....Pages 143-143
Driving commitment to business excellence through self-assessment....Pages 153-156
The use of the European business excellence model as a business planning tool by an NHS trust....Pages 157-160
Is the business excellence model applicable in the UK public sector?....Pages 161-164
Front Matter....Pages 165-165
Material and scheme for continuous quality improvement in Catalonia....Pages 167-170
Quality problems in Libyan industry....Pages 171-174
The origins of European quality....Pages 175-179
QC circle activities — Japanese and European way....Pages 180-184
Front Matter....Pages 185-185
Self assessment in the small company environment....Pages 187-191
Achieving culture change in an integrated steel works rolling mill....Pages 192-195
Best practice implementation of Total Quality Management: multiple cross-case analysis of manufacturing and service organisations....Pages 196-199
Cultural change for survival....Pages 200-203
Front Matter....Pages 205-205
The investors in people and total quality Venn diagram....Pages 207-210
Are quality plans necessary in a total quality organisation?....Pages 211-214
Business process re-engineering: a retrospective case study....Pages 215-218
Implementation of total productive maintenance in support of an established total quality programme....Pages 219-224
Achieving contractual requirements and a TQM approach....Pages 225-228
Front Matter....Pages 229-229
Why is it sometimes so hard to implement process capability studies?....Pages 231-234
Has TQM really taken advantage of the IT revolution?....Pages 235-241
TQM in financial services: an empirical study of best practice....Pages 242-254
The implementation of Total Quality Management in small and medium enterprises....Pages 255-260
Front Matter....Pages 261-261
Adapting the SERVQUAL scale and approach to meet the needs of local authority services....Pages 263-266
Improving the dissemination of SERVQUAL by using magnitude scaling....Pages 267-270
Business improvement programmes: measuring process in the Times top 500....Pages 271-274
Cultural changes in functional deportment....Pages 275-278
Customised interviewing: a research revolution....Pages 279-287
Back Matter....Pages 289-289