Introduction

The book by Peters and Austin was first published in 1985. There’s been a growing interest in quality management since that time, but if the criticism implied in the second sentence was valid then, the situation won’t have changed very much – there hasn’t been time. If you are lucky, you may have noticed a maturing commitment to quality among senior management in your organization. At any rate, you will perhaps be aware of the increased importance given generally to the management of quality.