Synopsis
Provides the reading required for any course in Tqm. It aims to provide depth to any quality-related issue within an organisational setting. It covers both service and manufacturing sectors, providing a balanced perspective for both. The text parallels the development of general management theory with Tqm theory, before discussing in depth the five functions of total quality management: planning, organising, leading, staffing, and controlling quality in organisations. The text ends with a presentation of the contextual issues that confront the future development of an integrated and total quality management system.
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About the Author
Paul James is a senior lecturer at the International School of Economics, Rotterdam, The Netherlands.
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