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Managing Quality

Managing Quality

First Edition

December 2002 | 210 pages | SAGE Publications Ltd
Managing Quality provides a comprehensive review and critical analysis of quality management discourses and techniques by drawing on a number of management disciplines such as operations management, HRM, organizational behaviour, strategy, marketing and organization theory.

The book:

- introduces readers to key concepts and issues in quality management

- provides an overview of both managerial and critical perspectives on quality management

- presents the 'wisdom' of quality management gurus

- documents the way quality is pursued in manufacturing, service and public sector organizations

- compares and contrasts hard and soft technologies of quality management

- critically reviews the rhetoric of TQM and business process re-engineering (BPR)

- examines the consequences of quality on stakeholders

- scrutinizes the language of quality management

- documents the mundane nature of quality managemnt practices through the use of real life case studies

Managing Quality is an up-to-date and student-centered treatment of quality management that will be essential reading for undergraduate students of operations and quality management. It will also be extremely relevant to all MBA students, and useful reading for students of HRM, organization theory and the sociology of organizations.

Re-Defining Quality
The Origin and Evolution of Quality Management
Quality in Contemporary Organizations
The Management of Quality in Manufacturing, Service and Public Sectors
Quality Standards, Certification and Awards
Quality Costs
Quality Control and Assurance
Total Quality Management
Business Process Re-Engineering
Leadership, Teamwork and Organizational Culture
The Morality and Ethics of Quality
Making Quality Critical
Joan Durose
Quality Management in the British National Health Service
Duthika Perera
Statistical Process Control in the National Health Service
Mihaela Kelemen
Team Leadership in a UK Logistics Factory
Duthika Perera
New Technology and Customer Satisfaction
Ionna Papasolomou-Doukakis
Managing Quality Through Internal Marketing
The Case of the UK Retail Banking Sector

Mihaela Kelemen
Quality Standards and the Journey to Total Quality
The Case of Inscom UK


'Though the book is aimed at undergraduates and postgraduate students, it is also useful to practitioners and consultants interested in adding a non-managerial perspective to their repertoire' - TQM Magazine

Valuable read to add another dimension to quality within the workplace. Useful skills that can be used are shared in thus book.

Mrs Karen Gray
Teacher Education, Simply-Training
September 19, 2016

It is an excellent book. The book was not adopted because the School of Business has not scheduled a Quality Management System Course.

Also, business schools has lost number of students due to economic reasons and business slow-down.

Thanks for a well writen book.


Mr Mohamad Khachab
Business, Rafik Hariri university
February 19, 2013

A very comprehensive book that covers a good part of the introductory course in quality.

Mr Allister Smith
Science and Technology, Adam Smith College
October 12, 2012

Limited text associated with real-world practices and applications. Generally, the book is too generic in nature for first year students and has NO examples or applications with industry.

Dr Andrew Kimmance
Built Environment, University of central lancashire
September 9, 2010

For instructors

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ISBN: 9780761969044

ISBN: 9780761969037

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