Total Quality Management and Operational Excellence

The popular, practical, jargon-free writing style, along with ten supporting case studies, effortlessly ties the model to its real-life applications, making it easy to understand how to apply what you've learned to your practices and achieve sustainable competitive advantage.

Part 1: The Foundations of TQM 1. Understanding Quality 2. Models and Frameworks for Total Quality Management 3. Leadership and Commitment Part 2: Planning 4. Policy, strategy and goal deployment 5. Partnerships and resources 6. Design for quality Part 3: Performance 7. Performance measurement frameworks 8. Self-assessment, audits and reviews 9. Benchmarking and Change Management Part 4: Processes 10. Process management 11. Process re-design/engineering 12. Quality management systems 13. Continuous improvement - the basics 14. Continuous improvement - more advanced (incl Taguchi & Six Sigma) 15. Continuous improvement - lean systems Part 5: People 16. Human resource management 17. Culture change through teamwork 18. Communication, innovation and learning Part 6: Implementation 19. Implementing TQM