Understanding and Implementing Quality

Book Cover......Page 1
Title......Page 4
Contents......Page 5
List of figures......Page 13
List of tables......Page 15
List of contributors......Page 16
Acknowledgements......Page 17
Glossary......Page 18
Introduction......Page 19
Developing a strategic orientation for Quality Management......Page 24
Promoting a strategic approach to TQM using a case-based intelligent system......Page 26
Self-assessment frameworks for business organizations......Page 52
Quality improvement tools and techniques for the twenty-first century......Page 78
QFD: customer driven design of products and services......Page 80
Taguchi methods of experimental design for continuous improvement of process effectiveness and product quality......Page 104
Statistical process monitoring in the twenty-first century......Page 126
Case studies in Quality Management......Page 144
TQM in higher education institutions: a review and case application......Page 146
Do customers know what is best for them?: the use of SERVQUAL in UK policing......Page 166
Quality in the NHS: can we master the art of 'conversation'?......Page 189
Quality Management in public house retailing: a case study......Page 218
Changing supervisory relations at work: behind the success stories of Quality Management initiatives......Page 234
Index......Page 250