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by John S Oakland (Author) "Whatever type of organization you work in - a hospital, a university, a bank, an insurance company, local government, an airline, a factory - competition..." (more)
Key Phrases: hard management necessities, assumption busting, key performance outcomes, Deming Prize, British Quality Foundation, British Standard (more...)
5.0 out of 5 stars See all reviews (2 customer reviews)
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Editorial Reviews

Review
"I found the book very informative. It is not only useful in academic courses but is valuable as introductory reading material for managers intending to enhance their knowledge of quality management."
- K Narasimhan, Learning & Teaching Fellow (Retd), The University of Bolton, UK

Book Description
The latest developments in the area from leading exponents of TQM.

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Product Details

  • Paperback: 496 pages
  • Publisher: Butterworth-Heinemann; 3 edition (June 2003)
  • Language: English
  • ISBN-10: 0750657405
  • ISBN-13: 978-0750657402
  • Product Dimensions: 9.4 x 7.4 x 1.1 inches
  • Shipping Weight: 1.8 pounds (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars See all reviews (2 customer reviews)
  • Amazon.com Sales Rank: #217,899 in Books (See Bestsellers in Books)

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Front Cover | Table of Contents | First Pages | Index | Surprise Me!
Search Inside This Book:
Inside This Book (learn more)
First Sentence:
Whatever type of organization you work in - a hospital, a university, a bank, an insurance company, local government, an airline, a factory - competition is rife: competition for customers, for students, for patients, for resources, for funds. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
hard management necessities, assumption busting, key performance outcomes, people management activities, good quality management system, performance measurement framework, key performance results, quality costing, excellence model, kaizen teams, process management teams, business excellence, process performance measures, openness model, goal deployment, policy deployment, management system audits, quality chains, total quality approach
Key Phrases - Capitalized Phrases (CAPs): (learn more)
Deming Prize, British Quality Foundation, British Standard, John Adair, Oakland Consulting, Marketing Finance, Myers-Briggs Type Indicator, Secretaries Record
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TQM: Text with Cases, Third Edition (TQM: Text with Cases)
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TQM: Text with Cases, Third Edition (TQM: Text with Cases) 5.0 out of 5 stars (2)
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Customer Reviews

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5.0 out of 5 stars (2 customer reviews)
 
 
 
 
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1 of 1 people found the following review helpful:
5.0 out of 5 stars The real leaders of quaility, January 11, 2009
By Stephen Parry "Author of Sense and Respond" (Lean Service Transformation Designer London) - See all my reviews
(REAL NAME)   
I came across the first edition of this book published many years ago. I found this the most useful and logical explanation of all the TQM tools and Methods. I guess the forerunner of Six Sigma, Lean and System thinking analysis tools.

Sets out quality policies, organizational requirements, flow charting, Pareto, cause and effect analysis, brain storming, QFD, SPC including SPC in services and non production areas, guidelines on the introduction of continuous improvement activities.

Anyone since the publication of this work by Oakland (1989) who claims to have originated these concepts and ideas or even transferred them to services, such as Six Sigma and some Systems thinkers are just spinning a marketing line, beware of over exaggerated claims.

Oakland and others were ahead of their time, many of their techniques were not fully utilized or understood by general management, who's only response was to create a 'quality' department... well they would wouldn't they as the only theory of management they had was that of mass production and functional specialization. Most of the Gurus of the TQM movement fought this battle and eventually lost, in the end we all lost as a result, probably 20 years of good management practice and opportunity. The world of management is even less educated about TQM today.

There is an old quote...'there is nothing more powerful than an Idea who's time has come' and I can add to that by saying...

there is nothing sadder than the waste in human endeavour for ideas waiting for their time to come.

I do hope that management education will improve, this should be compulsory reading for all MBA students.
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3 of 4 people found the following review helpful:
5.0 out of 5 stars A Reference Book for TQM, May 3, 2002
This review is from: Total Quality Management: Text and Cases (Contemporary Business Series) (Paperback)
I Teach Total Quality Management in Islamic Azad University of Iran. I use thise book for teaching. Thise book is a good reference for students.
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