Managing Quality

I hold a PhD in applied economics from the Academy of Economic Studies in Bucharest and a DPhil in Management Studies from Oxford University. I came to Keele in 1996 and was promoted to Chair in 2006. I am course director for the MA in Management/International Business and a member of the executive team responsible for the postgraduate provision in the school.

• IntroductionPART ONE: THEORETICAL PERSPECTIVES ON QUALITYRe-Defining QualityThe Origin and Evolution of Quality ManagementQuality in Contemporary OrganizationsPART TWO: PRACTICAL APPROACHES TO QUALITYThe Management of Quality in Manufacturing, Service and Public SectorsQuality Standards, Certification and AwardsQuality CostsQuality Control and AssuranceTotal Quality ManagementBusiness Process Re-EngineeringLeadership, Teamwork and Organizational CulturePART THREE: CONSEQUENCES OF QUALITYThe Morality and Ethics of QualityMaking Quality CriticalPART FOUR: CASE STUDIES ON QUALITY MANAGEMENTQuality Management in the British National Health Service - Joan DuroseStatistical Process Control in the National Health Service - Duthika PereraTeam Leadership in a UK Logistics Factory - Mihaela KelemenNew Technology and Customer Satisfaction - Duthika PereraManaging Quality Through Internal Marketing - Ionna Papasolomou-DoukakisThe Case of the UK Retail Banking SectorQuality Standards and the Journey to Total Quality - Mihaela KelemenThe 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