List Of Figures.List Of Tables.List Of Contributors.Glossary Of Terms.Preface.Part I: The Development, Introduction and Sustaining of Total Quality Management:.Total Quality Management: An Overview: Barrie G. Dale.The Role Of Management In Total Quality Management: Barrie G. Dale.The Received Wisdom On Total Quality Management: Barrie G. Dale.The Introduction Of Total Quality Management: Barrie G. Dale.A Framework For The Introduction Of Total Quality Management: Barrie G. Dale.Levels Of Total Quality Management Adoption: Barrie G. Dale And David Lascelles (Managing Director), David Lascelles Associates, Manchester, UK.Sustaining Total Quality Management: Barrie G. Dale.Part II: The Business Context of Total Quality Management:.Policy Deployment: Roy Lee (Squadron Leader, Support Management Group), Royal Air Force, Wyton, UK, And Barrie G. Dale.Quality Costing: Barrie G. Dale.Managing Human Resources For Quality Management: Adrian Wilkinson (Professor Of Human Resource Management), University Of Loughborough, UK, And Alan Brown (Professor Of Human Resource Management), Edith Cowan University, Australia.Managing Service Quality: Barbara R. Lewis (Professor Of Marketing), Manchester School Of Management, UMIST.Supplier Development: Bernard Burnes (Senior Lecturer In Operations Management), Manchester School Of Management, UMIST And Barrie G. Dale.Business To Business, Old Economy Businesses And The Quality Function: Roger Williams (Professor Of Business And Management), Erasmus University, Holland, And Rolf Visser (Chair), AAA (Investment Company), Amsterdam, Holland.Part III: Quality Management Systems, Tools and Techniques:.Quality Management Systems: Barrie G. Dale.Integrated Management Systems: George Wilkinson (Former Operations Manager), British Telecom, And Barrie G. Dale.Tools And Techniques: An Overview: Barrie G. Dale.Quality Function Deployment: Ian Ferguson (Managing Director), Ferguson Associates, Birmingham, UK, And Barrie G. Dale.Design Of Experiments: Ian Ferguson (Managing Director), Ferguson Associates, Birmingham, UK, And Barrie G. Dale.Failure Mode And Effects Analysis: John Aldrige (Quality Manager), Siemens Standard Drives, Congleton, UK, And Barrie G. Dale.Statistical Process Control: Barrie G. Dale And Peter Shaw (TQM Project Officer), Manchester School Of Management, UMIST, UK.Benchmarking: Rory Love (Quality Engineer), Alexanders Ltd, Falkirk, UK And Barrie G. Dale.Business Process Re-Engineering: John Macdonald (Managing Director), John Macdonald Associates, Surrey, UK, And Barrie G. Dale.Teams And Teamwork: Barrie G. Dale.Self-Assessment, Models And Quality Awards: Barrie G. Dale.Part IV: Total Quality Management Through Continuous Improvement:.Epilogue: Barrie G. Dale.Index.
