About the Book

This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the fifth edition are chapters on Improvement Approaches, Six Sigma, and new challenges in Quality Management. The latest information on the ISO 9000 series of quality management system series standards is combined with up-to-date tools, techniques and quality systems. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author Ton van der Wiele offer insights from a veteran teacher with experience in the latest international practices.
Managing Quality, Fifth Edition is an essential resource for students and practitioners alike.

About the Author

Barrie G. Dale is Professor of Quality Management at Manchester Business School. Founder of the International Journal of Quality and Reliability Management, he has been its co-editor for over 23 years. He has authored several other books including, The Road to Quality (1993), Quality Improvement through Standards (2nd edition, 1994), Managing Quality and Human Resources (2nd edition, 1997), Working in Partnership (1998), Managing Business Improvement and Quality (1998), Total Quality Management Blueprint (1999) and Quality Costing (3rd edition, 1999). Ton van der Wiele is Associate Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam. He obtained his PhD degree from Erasmus University in 1998, and his main research interests are in Quality Management, Performance Improvement, Management Consultancy and E-business. Co-editor of the International Journal of Quality and Reliability Management and European editor of Managing Service Quality, van der Wiele has worked in the field for more than twenty years. He is also coordinator of the global E-Business Research Network. Jos van Iwaarden is Assistant Professor of Quality Management and Performance Improvement at RSM Erasmus University, Rotterdam. He obtained his PhD degree from Erasmus University in 2006, and his main research interests are in Quality Management issues in the automotive industry. He has published over 15 papers in international journals and presented his research at the Academy of Management conference, IEEE engineering management conference, and the Australian and New Zealand Academy of Management conference. He is associate editor of the International Journal of Quality and Reliability Management.

Table of Contents:
Preface. Part I: The Development, Introduction and Sustaining of Total Quality Management (TQM) 1. TQM: An Overview: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 2. The Role of Management in TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 3. The Received Wisdom on TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 4. The Introduction of TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 5. A Framework for the Introduction of TQM: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 6. Levels of TQM Adoption: B. G. Dale (University of Manchester) and D. M. Lascelles (David Lascelles Associates). 7. Sustaining TQM: B. G. Dale (University of Manchester). Part II: The Business Context of TQM 8. Policy Deployment: R. G. Lee (Royal Air Force) and B. G. Dale (University of Manchester. 9. Quality Costing: B. G. Dale (University of Manchester). 10. Managing People: A. Wilkinson (University of Loughborough) and A. Brown (Edith Cowan University). 11. Managing Service Quality: B. R. Lewis (University of Manchester). 12. Supplier Development: B. G. Dale (University of Manchester) and B. Burnes (University of Manchester). Part III: Quality Management Systems, Tools and Techniques 13. Quality Management Systems: B. G. Dale (University of Manchester). 14. Integrated Management Systems: G. Wilkinson (British Telecom) and B. G. Dale (University of Manchester). 15. Tools and Techniques: An Overview: B. G. Dale (University of Manchester). 16. Quality Function Deployment: I. Ferguson (Ferguson Associates) and B. G. Dale (University of Manchester). 17. Design of Experiments: I. Ferguson (Ferguson Associates) and B. G. Dale (University of Manchester). 18. Failure Mode and Effects Analysis: J. R. Aldridge (Siemens Standard Drives) and B. G. Dale (University of Manchester). 19. Statistical Process Control: B. G. Dale (University of Manchester) and P. Shaw (formerly of UMIST). 20. Six Sigma: A. van der Wiele (Erasmus University), J. D. van Iwaarden (Erasmus University), B. G. Dale (University of Manchester) and A. R. T. Williams (Erasmus University). 21. Benchmarking: R. Love (Alexanders Ltd) and B. G. Dale (University of Manchester). 22. Business Process Re-engineering: J. Macdonald (John Macdonald Associates) and B. G. Dale (University of Manchester). 23. Teams and Teamwork: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 24. Self-Assessment, Models and Quality Awards: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). 25. Improvement Approaches: A. van der Wiele (Erasmus University), J. D. van Iwaarden (Erasmus University), B. G. Dale (University of Manchester) and A. R. T. Williams (Erasmus University). 26. Part IV: TQM through Continuous Improvement:. 27. Quality Management: New Challenges: J. D. van Iwaarden (Erasmus University), A. van der Wiele (Erasmus University), B. G. Dale (University of Manchester) and A. R. T. Williams (Erasmus University). 28. Managing Quality: Epilogue: B. G. Dale (University of Manchester), A. van der Wiele (Erasmus University) and J. D. van Iwaarden (Erasmus University). Index