This text of cases draws together a variety of international examples from many areas. It supplies information for students on business or management studies courses to give practicality in an academic setting, or for use by directors and managers to give a comparison of their own operations. The cases in the book are organized loosely around John Oakland's models for TQM, covering such aspects as culture change, systems (including the quality award frameworks), measurement, tools/techniques and teamwork for improvement, implementation and integrating TQM into the strategy of the organisation. Specific company cases include: British Gas; CMB; Esso Research; Exxm Chemical; Hills Industries; Lynx Pirelli Communications; Prudential lnsurance; Shorts Brothers; Thomas Cook; Tioxide; and others under fictitious names.