Total Quality Management

The foundations - a model for TQM: understanding quality; commitment and leadership; design for quality; case studies - Esso Research Centre, Exxon Chemical. TQM - the role of the quality system: planning for quality; system design and contents; quality system audit/review and self-assessment; case studies - Carnaud Metalbox PLC, Foodcan UK, Prudential Assurance Co. TQM - the tools and the improvement cycle: measurement of quality; tools and techniques for quality improvement; some additional techniques for process improvement; case studies - the Shorts experience, Hills Industries. TQM - the organizational, communication and teamwork requirements: organization for quality; culture change through teamwork for quality; case studies - Pirelli Communication Cables, Thomas Cork SML. TQM - the implementation: communications and training for quality; implementation of TQM and the management of change; case study -University of Bradford Management Centre. Appendices: three American gurus.