Quality

The second edition of this text provides a complete knowledge platform for all those wishing to study the development of the theory and practice of quality. This updated edition sets the study of the quality movement within the context of management thinking throughout the 20th century, and the wide-ranging approach encompasses both traditional approaches to quality, and contemporary approaches based on systems thinking. This volume retains the structure and substantial content of the first edition with minor revisions when necessary to reflect contemporary developments in quality thinking. Particular differences are: revised and updated chapters which explore the notion of quality in greater depth and relate quality directly to organizational effectiveness; addresses of the substantial changes brought about by the introduction of ISO9000:2000 and explores the links to IIP, ISO14000, ISO19000, "Management Charter and the Business Excellence Model"; revised examination of BPR which emphasizes the application of chaos and complexity theories; completely rewritten approach to statistical methods; a new section on "Skills Based Quality Management" - an approach to quality in the professional sector developed by the author and his colleagues; and new chapter dealing with the "Business Excellence Model". The value of the book is further enhanced by: in-depth reviews of the contributions of "quality gurus"; detailed "Handbook" of methods, tools and techniques; contemporary developments in theory and practice; international case studies drawn from both public and private sectors; and equal emphasis on both manufacturing and service sectors.