Managing Quality

A fully revised edition of the IM diploma level text, this text highlights the place of quality within other strategic initiatives. All organisational contexts and sizes of business are covered, for example public, private and voluntary sectors, and large and small businesses. Real life case studies include Quality Award winners Coca Cola, Nortel NI and BT. This book places strategic emphasis on how quality initiatives fit within the business, highlighting strategic performance measurement techniques such as Balanced Score Card, Six Sigma Programmes and the development of Quality Systems standards to incorporate environmental and measurement issues.