'Oakland on the New Quality Management' shows managers how to implement a Total Quality Management strategy throughout all activities and thereby achieve top quality performance overall, not just focusing on product or service quality.
The text addresses the issues of implementing TQM, teamwork, and changes in culture, and emphasizes the integration of TQM into the strategy of the organization with specific advice on how to implement TQM. Topics covered include quality function deployment (QFD), communications and quality strategy, measurement and benchmarking, and teamwork for culture change, including the 'Drive' model. Ten points are presented to aid senior management in their thinking on commitment, culture and communication issues.
Part One The Foundations of TQM
Understanding quality; Models and frameworks for total quality management; Leadership and commitment
Part Two Planning; Policy, strategy and goal deployment; Partnerships and resources; Design for quality Part Three Performance; Performance measurement frameworks; Self-assessment, audits and reviews; Benchmarking Part Four Processes; Process management; Process redesign/ engineering; Quality management system; Continuous improvement
Part Five People; 14 Human resource management; Culture change through teamwork; Communications, innovation and learning Part Six Implementation; Implementing TQM