Total quality management and operational excellence : text with cases / John S. Oakland, Robert J. Oakland, and Michael A. Turner.

Includes bibliographical references and index.

Part I. The foundations of TQM -- Understanding quality -- Models and frameworks for total quality management -- Leadership and commitment -- Part II. Planning -- Policy, strategy and goal deployment -- Partnerships and resources -- Design for quality -- Part III. Performance -- Performance measurement frameworks -- Self-assessment, audits and reviews -- Benchmarking and change management -- Part IV. Processes -- Process management -- Process re-design/engineering -- Quality management systems -- Continuous improvement - the basics -- Continuous improvement - lean systems -- Part V. People -- Human resource management -- Culture change through teamwork -- Communications, innovation and learning -- Part VI. Implementation -- Implementing TQM and operational excellence -- Case studies.

"The notion of "Quality" in business performance has exploded since the publication of the first edition of this classic text in 1989. Today there is a plethora of performance improvement frameworks including Lean, Six Sigma and the latest version of ISO 9001, offering an often confusing variety of ways to achieve business excellence. Quality guru John Oakland's famous TQM model, in many ways a precursor to these frameworks, has evolved to become the ultimate holistic overview of performance improvement strategy. Incorporating the frameworks that succeeded it, the revised model redefines Quality by: accelerating change, reducing cost, and protecting reputation. 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. Guiding readers through the language of TQM and OpEx and all their recent developments, including data analytics, this book sets out a clear way to manage change. This exciting update of a classic is all the busy student or professional will need to begin understanding how to manage Quality and achieve Operational Excellence"-- Provided by publisher.