Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester. Ruth McQuarter is a Research Associate and Honorary Lecturer at the Manchester School of Management.

• Preface. 1. The Role of Tools and Techniques in Total Quality Management.2. Tools and Techniques: An Introduction.3. Difficulties Encountered in the Use of Tools and Techniques.4. Key Influences on the Use of Quality Management Tools and Techniques.5. Implications for Education and Training.6. An Overview of Common Tools.7. An Overview of Common Techniques.8. Tools and Techniques: An Assessment Methodology.References.Index.