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Total Quality Management and Operational Excellence
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This book is about how to manage in a total quality way through excellent
operation. It is structured in the main around four parts of what has become known
as the ‘Oakland model for TQM’ – improving Performance through better Planning and
management of People and Processes in which they work. The core of the model will
always be performance in the eyes of the customer, but this must be extended to
include performance measures for all stakeholders. This core still needs to be
surrounded by Commitment to quality and meeting customer requirements,
Communication of the quality message and recognition of the need in many cases to
change the Culture of most organizations to create total quality. These three Cs are
the ‘soft foundations’ which must encase the ‘hard management necessities’ of the
four Ps.
John S. Oakland - Personal Name
4th Edition
NONE
Total Quality Management and Operational Excellence
Management
English
2014
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