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Part 1 The foundation - a model for TQM: understanding quality; commitment and leadership; design for quality; case studies - TQM in R&D at Esso Research Centre, Exxon Chemical. Part 2 TQM - the role of the quality system: planning for quality; quality systems; quality system audit/review and self-assessment; case studies - Carnaud MetalBox Foodcan PLC, Prudential Assurance Co. Part 3 The tools and the improvement cycle: measurement of quality; tools and techniques for quality improvement; additional techniques for process improvement; case studies - Short Brothers, Hills Industries. Part 4 The organizational, communication and teamwork requirements: organization for quality; culture change through teamwork for quality; case studies - Pirelli Communication Cables, Thomas Cook SML. Part 5 TQM - the implementation: communications and training for quality; implementation of TQM and the management of change; case study - The University of Bradford Management Centre. Appendices: three American gurus; TQM bibliography.