Quality Management: Principles and Techniques

There are an enormous number of different approaches that can be adopted in achieving that elusive objective "quality." It is a never ending quest with a whole variety of methods and techniques, some complimentary, some conflicting (examination of the Quality Philosophy section will show that even influential individuals cannot agree as to what the correct approach is). The objective of this book is to give a rounded view of the various systems, techniques and approaches available, providing the opportunity to evaluate all these different approaches and to select the most suitable for a particular set of circumstances.

There can be no one solution or approach to achieving quality because it can never ever be completely achieved. There will always be new advances and improvements. A friend and colleague once said "You know, this Quality Assurance thing's OK, but I'll give it a year or three and something else will come along!" That statement was made some 22 years ago, which makes the statement approximately 20 years out, with time the statement will become even more inaccurate. There are representations of Egyptian masons measuring the sizes of blocks of stone to build the Pyramids - so Quality Control (assurance) was undertaken in those days. With technology and the general public demanding ever higher quality and performance standards, then Quality Assurance will need to be in place. It may be in a different guise - Total Quality Management etc. but nevertheless just as essential today as it was in the past and will be in the future. It is because of the changes that have taken place that it has become necessary to up date, expand and reprint this book.

The book has been split into three basic sections:

Part A A general Introduction to Quality Assurance, discussing where historically quality assurance has been and a view on what the future direction could be. An interpretation of key quality definitions is also provided, to help cut through some of the jargon associated with Quality Assurance. Quality Assurance Management System (QAMS), the systems or QAMS model approach to QA, including what QAMSs are available and appropriate. How these QAMSs are interpreted, implemented and monitored (Audited) in particular organisations. Not only manufacturing organisations but service and software.

Part B Motivation for Quality, an examination of Quality Philosophy and the various approaches suggested by influential individuals. Total Quality Management, describing what TQM is, the approach and means of introduction and implementation, including the various techniques associated with TQM.

Part C A general section including such topics as: Purchasing Control, how suppliers can be selected, controlled and their performance (service, cost and delivery) improved. Statistical Quality Control, some of the methods that can be used to control and improve process performance. Cost of Quality, how the Quality Department can make an active contribution towards the profitability of an organisation. Computer Aided Quality Assurance, how the computer can be used in the quality environment and what the advantages and disadvantages are. Law and Quality Assurance; Criminal and Civil Law, Product Liability and the implication of these various directives on the Quality Department and organisations.

The book was intended to be written in a way that hopefully makes the various techniques and approaches to Quality Assurance self explanatory. However, if the reader has any problems with the contents or has a quality problem or issue that they would like to discuss further, please do not hesitate in contacting me. I can be contacted via the publishers - I welcome the opportunity to discuss quality issues.

The book has been written by Geoff Vorley, with contributions from Mary Brightman, John Lewis and Fred Tickle.

A review by Alan G Stanbra - Business Manager - Det Norske Vertitas B.V., London UK

I have now had the opportunity to review the above book.

I started reading the book with little enthusiasm because I must confess that I am not normally disposed towards technical books except as a reference, but as this book is based around my specialised area I thought I should give it a go. I was pleased I did. The book guides the reader through the various aspects of quality from the basic concepts through to the more advanced techniques and tools.

I found particularly useful the section on Business Processes and Process Mapping. This technique is becoming more widespread in its use (and misuse) as company's with outdated quality systems, who are not seeing too much benefit from them, are trying to make the system work for the business and not the other way round. The book provides excellent guidance through the process.

With reference the remainder of the book it does cover the latest syllabus of the IQA's Principles and Techniques (A12) and most of the Introduction to Quality Assurance (A11).

My only regrets are twofold, firstly that the book was not available when I was a student taking the old IQA A3 course back in 1983/84 and secondly the book was either not available or recommended to students when I was an examiner for the IQA A3 examination between 1989 - 1994.

Good luck with the book I hope it, I hope it brings you much success.

Alan G Stanbra -- Alan G Stanbra