Quality Management: Reconsidered for the Digital Economy continues to provide a one-stop-shop for anyone studying the theory and practice of quality management. Exploring the essentials of management theory and the work of the ‘quality gurus’ who have formed the foundation of current practice, this new edition builds upon the previous editions’ unique critical perspective of quality.

Key management practices are considered and extended, including lean thinking, systems methodologies, business process reengineering, organisational learning and intelligent organisations and service quality management. This edition plays particularly close attention throughout to the impact of the 4th Industrial Revolution on quality management, revisiting the meaning of ‘quality’ in an automated and data-driven world. Throughout, case studies have been rewritten including new examples from emerging economies, and practical tools incorporated to enhance learning and application.

Replete with examples, vignettes and diagrams, this comprehensive textbook is ideal for those new to the field of quality management and for students on advanced undergraduate and postgraduate courses in Operations Management.

Online resources include chapter-by-chapter PowerPoint slides and a test bank of questions.

part I|58 pages

Introducing Quality

chapter 1|17 pages

The Quality Imperative

chapter 2|11 pages


A Strategic Decision?

chapter 3|15 pages

Barriers to Quality

chapter 4|13 pages

The Emergence of Management

part II|102 pages

The Quality Gurus

chapter 5|12 pages

Philip B. Crosby

chapter 6|19 pages

W. Edwards Deming

chapter 7|8 pages

Armand V. Feigenbaum

chapter 8|11 pages

Kaoru Ishikawa

chapter 9|12 pages

Joseph M. Juran

chapter 10|12 pages

John S. Oakland

chapter 11|12 pages

Taiichi Ohno

chapter 12|6 pages

Shigeo Shingo

chapter 13|8 pages

Genichi Taguchi

part III|91 pages

Contemporary Thinking

chapter 14|14 pages

Quality Management Systems Standards

chapter 15|11 pages

Organisations as Systems

chapter 16|14 pages

Soft and Critical Systems Methodologies

chapter 17|15 pages

Organisational Cybernetics

chapter 18|10 pages

Business Process Re-Engineering

chapter 19|9 pages

Learning Organisations

chapter 20|16 pages

Service Quality Management

part IV|60 pages

Quality in Practise

chapter 21|7 pages

The Infrastructure Company

chapter 22|20 pages

First Intervention

chapter 23|20 pages

Second Intervention

chapter 24|11 pages

Final Intervention