ABSTRACT
'Oakland on the New Quality Management' shows managers how to implement a Total Quality Management strategy throughout all activities and thereby achieve top quality performance overall, not just focusing on product or service quality.
The text addresses the issues of implementing TQM, teamwork, and changes in culture, and emphasizes the integration of TQM into the strategy of the organization with specific advice on how to implement TQM. Topics covered include quality function deployment (QFD), communications and quality strategy, measurement and benchmarking, and teamwork for culture change, including the 'Drive' model. Ten points are presented to aid senior management in their thinking on commitment, culture and communication issues.
TABLE OF CONTENTS
part |23 pages
Part 1 The Foundations of Quality Management
chapter |21 pages
Chapter 1 Understanding quality
chapter |17 pages
Chapter 2 Models and frameworks for quality management
chapter |19 pages
Chapter 3 Leadership and commitment
part |72 pages
Part 2 Planning
chapter |27 pages
Chapter 4 Policy, strategy and goal deployment
chapter |15 pages
Chapter 5 Partnerships and resources
chapter |28 pages
Chapter 6 Design for quality
part |38 pages
Part 3 Performance
chapter |36 pages
Chapter 7 Performance measurement frameworks
chapter |27 pages
Chapter 8 Self-assessment, audits and reviews
chapter |17 pages
Chapter 9 Benchmarking
part |134 pages
Part 4 Processes
chapter |34 pages
Chapter 10 Process management
chapter |17 pages
Chapter 11 Process redesign/engineering
chapter |26 pages
Chapter 12 Quality management systems
chapter |55 pages
Chapter 13 Continuous improvement
part |32 pages
Part 5 People
chapter |30 pages
Chapter 14 Human resource management
chapter |34 pages
Chapter 15 Culture change through people and teamwork
chapter |24 pages
Chapter 16 Communications, innovation and learning
part |17 pages
Implementation