Managing Quality provides a comprehensive review and critical analysis of quality management discourses and techniques by drawing on a number of management disciplines such as operations management, HRM, organizational behaviour, strategy, marketing and organization theory.
The book:
– introduces readers to key concepts and issues in quality management
– provides an overview of both managerial and critical perspectives on quality management
– presents the ′wisdom′ of quality management gurus
– documents the way quality is pursued in manufacturing, service and public sector organizations
– compares and contrasts hard and soft technologies of quality management
– critically reviews the rhetoric of TQM and business process re-engineering (BPR)
– examines the consequences of quality on stakeholders
– scrutinizes the language of quality management
– documents the mundane nature of quality managemnt practices through the use of real life case studies
Managing Quality is an up-to-date and student-centered treatment of quality management that will be essential reading for undergraduate students of operations and quality management. It will also be extremely relevant to all MBA students, and useful reading for students of HRM, organization theory and the sociology of organizations.
Innehållsförteckning
Introduction
PART ONE: THEORETICAL PERSPECTIVES ON QUALITY
Re-Defining Quality
The Origin and Evolution of Quality Management
Quality in Contemporary Organizations
PART TWO: PRACTICAL APPROACHES TO QUALITY
The Management of Quality in Manufacturing, Service and Public Sectors
Quality Standards, Certification and Awards
Quality Costs
Quality Control and Assurance
Total Quality Management
Business Process Re-Engineering
Leadership, Teamwork and Organizational Culture
PART THREE: CONSEQUENCES OF QUALITY
The Morality and Ethics of Quality
Making Quality Critical
PART FOUR: CASE STUDIES ON QUALITY MANAGEMENT
Quality Management in the British National Health Service – Joan Durose
Statistical Process Control in the National Health Service – Duthika Perera
Team Leadership in a UK Logistics Factory – Mihaela Kelemen
New Technology and Customer Satisfaction – Duthika Perera
Managing Quality Through Internal Marketing – Ionna Papasolomou-Doukakis
The Case of the UK Retail Banking Sector
Quality Standards and the Journey to Total Quality – Mihaela Kelemen
The Case of Inscom UK
Om författaren
I hold a Ph D in applied economics from the Academy of Economic Studies in Bucharest and a DPhil in Management Studies from Oxford University. I came to Keele in 1996 and was promoted to Chair in 2006. I am course director for the MA in Management/International Business and a member of the executive team responsible for the postgraduate provision in the school.
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