Oakland on Quality Management

• Part One The Foundations of TQMUnderstanding quality; Models and frameworks for total quality management; Leadership and commitmentPart 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 improvementPart Five People; 14 Human resource management; Culture change through teamwork; Communications, innovation and learning Part Six Implementation; Implementing TQM

"John Oakland has a rare talent for bridging the gulf between quality theorists and business pragmatists. Through simple language and real case studies his "Total Quality Management" helps us bring Quality into the business." Bill Black, Quality Director, Airbus, Toulouse "As usual John Oakland offers insightful and innovative comments on quality and its management. A must read for anyone who worries about the quality of their products or services - i.e. everyone" Professor Andy Neely, Associate Director, Advanced Institute of Management Research, London Business School "A comprehensive insight into a subject central to the debate on improving service performance and efficiency" Steve Johnson, Director, Quality Public Services, Inland Revenue "John Oakland's "Total Quality Management" proved an invaluable and insightful reference, offering much supportive material during the completion of my MA studies" Magi Coles, Quality Manager, Department for Work and Pensions "A structured approach to thinking clearly, which has helped us to produce tangible results" Dr Graham Coley, Director Business Continuity, QinetiQ "John Oakland's book "Total Quality Management" guided us as we put is place the appropriate process and systems, change behaviours and practices enabling our transformation from a public sector organisation to a private sector company." Peter Morling, Head of Business Assurance, QinetiQ "A truly practical guide that I find useful for my own purposes, and the countless number of times I've referred others, who have asked for a definitive and practical guide to TQM. The author's understanding of the value of practical examples and case studies makes all the difference. This book helps you improve your performance". John Smith, Director, British Quality Foundation, London "When it comes to expressing business excellence in straight forward practical language, nobody does it better than John Oakland. A refreshing and comprehensive text which makes a complex organisational challenge a little easier to understand, implement and sustain, irrespective of product, service, size or culture". Tom Short, Director, Performance Improvement Centre, Auckland, NZ 'John Oakland brings the subject to life - and demonstrates practically how to really improve business performance through quality management.' Martin O'Connell, Senior Vice President, International & Branded Products Chesapeake Corporation 'Another excellent and very readable book from John Oakland, packed full of real-life examples. His approach provides a comprehensive and balanced view to achieving excellence, and can be applied to all contexts to make a real difference to customers through People; Process & Performance.' Mark Whyman, Divisional Commander & Chief Superintendent West Yorkshire Police "John Oakland describes what can be a dry subject in an interesting and practical way. It is one of the most easy to read and helpful books on TQM that I have read" Steve Bispham, Quality Director, P&O Ferries "...thought provoking and insightful. Provides a strong stimulus to managers and executives who are searching for ways to build long term value in their business." Simon Pattison, Director of Manufacturing - Europe, Sunrise Medical European Operations "I appreciate the practical and down to earth approach of the TQM book to this subject and find it a continual source of common sense in today's complicated world." John Monks, Senior Director, Corporate Quality, AIRBUS "From a comprehensive organisational system viewpoint, this is one of the best books currently available on quality management. I applaud the author for designing and creating a thing of beauty: a piece of art, both in concept and in its ability for practical utility." Mark A Best, Eastview - as published in Significance June 2005 "This extensively extended version of Oakland's Total Quality Management features major changes and new material on process management, quality management systems, HR management, performance measures, partnerships and resources, and innovation and learning." - Quality Progress