Presents the philosophy of TQM and operational elements which allow its application in a manufacturing environment. Describes eight such elements including management leadership, employee involvement, customer focus, fact‐based decision making, continuous improvement, benchmarking,...

The use of self‐assessment as a basis for evaluating progress with and achievement through total quality is increasing and like many initiatives there are some basic principles for success. Looks at the use of the EFQM Model as framework, outlines a self‐assessment process together with some...

Discusses the evolution of auditing in the context of Total Quality Management and describes how an organization can develop a culture of continuous improvement, innovation and advancement based on developing the culture of auditing. The concept of auditing tends to be misunderstood and its...

Outlines, with the aid of diagrams, the core concepts of systems theory as a basis for understanding the applications of systems thinking in organizations. Explains ideas like waste, outcomes and feedback in systems terms, and links systems thinking with quality thinking. Once systems thinking...

Offers an integrative perspective of quality function deployment (QFD), including its benefits and shortcomings. By developing a model that includes within it the antecedents as well as the components of QFD and the potential gains accruing to an organization from QFD, clarifies this competitive...

Argues that the theory of TQM can be extended into an interorganizational perspective. Based on research aimed at establishing the extent to which TQM and “partnership” working can be used in conjunction to achieve collaborative advantage. Defines the objective and describes the design...

An imperative of any quality system is the need for training and development of the people who operate the system. Offers a model of how training and development may be integrated into the system and aligned with the business aim of the company and the personal development of the individual.