Efnisyfirlit

• Cover
• Half Title
• Title
• Copyright
• Contents
• Preface to Fifth Edition
• The Author
• List of Vignettes
• List of Figures
• PART I Introducing Quality
• 1 The Quality Imperative
• Introduction
• The Economic Imperative
• The Social Imperative
• The Environmental Imperative
• The Digital Imperative
• The Service Challenge
• Summary
• 2 Quality: A Strategic Decision?
• Introduction
• Operations Management
• Administrative Management
• Strategic Management
• Normative Decisions
• Summary
• 3 Barriers to Quality
• Introduction
• Systems and Procedures
• Culture
• Organisation Design
• Management Perspectives
• Understanding Costs of Quality
• Summary
• 4 The Emergence of Management
• Introduction
• Classical Theory
• Critical Review
• Reiteration
• Human Relations Theory
• Critical Review
• Reiteration
• Relevance to Quality
• Summary
• PART II The Quality Gurus
• User Guide
• 5 Philip B. Crosby
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 6 W. Edwards Deming
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 7 Armand V. Feigenbaum
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 8 Kaoru Ishikawa
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 9 Joseph M. Juran
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 10 John S. Oakland
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 11 Taiichi Ohno
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 12 Shigeo Shingo
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 13 Genichi Taguchi
• Introduction
• Philosophy
• Assumptions
• Methods
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• PART III Contemporary Thinking
• User Guide
• 14 Quality Management Systems Standards
• Introduction
• ISO9001:2015 Principles
• ISO9001:2015 Requirements
• Scope
• Organisation and Context
• QMS and Processes
• Leadership and Commitment
• Policy
• Planning
• Support
• Operation
• Performance and Review
• Reflection
• ISO14001:2015 and ISO45001
• ISO8001: Data Quality
• The EFQM Excellence Model
• The Fundamental Concepts of Excellence
• The Criteria
• The RADAR
• Critique
• Summary
• 15 Organisations as Systems
• Introduction
• Contingency Theory
• Is Quality Contingent?
• Systems Thinking
• Systems Thinking and Quality
• Summary
• 16 Soft and Critical Systems Methodologies
• Introduction
• Soft Systems Thinking
• Tools for Soft Systems
• Soft Systems and Quality
• Soft Systems and the Digital Economy
• Critical Systems Thinking and Quality
• Total Quality Management (TQM) through Total Systems Intervention (TSI)
• Assumptions
• Successes, Failures and Contemporary Relevance
• Critical Review
• Summary
• 17 Organisational Cybernetics
• Introduction
• Organisations as Cybernetic Systems
• Tools of Cybernetics
• Cybernetics and Quality
• Cybernetics and Quality 4.0
• Quality 4.0 Critique
• Summary
• 18 Business Process Re-Engineering
• Introduction
• What is BPR?
• Discontinuity, Chaos and Complexity
• What Drives BPR?
• What Does BPR Mean?
• Business Process Challenge
• The BPR Process
• BPR and Quality
• Six Sigma
• Summary
• 19 Learning Organisations
• Introduction
• Organisational Learning
• Senge’s Learning Organisation
• The Learning Disabilities
• The Five Disciplines
• Quality and Learning
• Summary
• 20 Service Quality Management
• Introduction
• Service Quality: An Emergent Property of Applied Knowledge?
• A Service Quality Problem
• A Service Quality Management System (SQMS)
• The Overall Structure
• The Model for a Systemic QMS
• SQM Review
• Summary
• PART IV Quality in Practise: A Case Study
• User Guide
• 21 The Infrastructure Company
• Introduction
• Background
• Initial Reflections
• Iterative Methodology
• Summary
• 22 First Intervention
• Introduction
• Soft Systems Perspective
• Soft Systems Methodology
• Principles and Conception
• SSM – Methodology
• Critical Review
• Viable Systems Perspective
• Viable Systems Methodology
• The Viable System Model in Theory
• VSM – Conception and Construction
• Critical Review
• Process Analysis
• Process Mapping
• Core Processes
• Reflections and Next Steps
• Summary
• 23 Second Intervention
• Introduction
• Recap
• Engaging the Internal Stakeholders
• Interactive Planning
• Principles and Conception
• Methodology
• Critical Review
• Quality Circles
• Improving Processes
• Process Analysis
• Method Development
• Statistical Methods
• Common Statistical Errors
• Summary
• Job Design
• The Quality Function
• Reflections and Next Steps
• Summary
• 24 Final Intervention
• Introduction
• Recap
• Benchmarking
• What is Benchmarking?
• How is Benchmarking Done?
• Critical Review
• Supplier Development
• What is Supplier Development?
• How is Supplier Development Done?
• Critique of Supplier Development
• Summary
• References
• Index