Total Quality Management and Operational Excellence

John S. Oakland is Chairman of The Oakland Group and Head of its Research and Education Division. John is also Emeritus Professor of Business Excellence and Quality Management at Leeds University Business School, UK. Over the past 40 years he has researched, taught and consulted in all aspects of quality management, operational excellence, strategic process management and business improvement in thousands of organizations.Robert J. Oakland is Director of The Oakland Group. Robert works across the globe helping organizations improve the quality, cost and delivery of their products and services. His expertise is in bridging the gap between technology, operations and leadership teams to solve complex quality issues and ensure real change happens.Michael A. Turner is Head of Profession at the Chartered Quality Institute (CQI). Previously, he was the Director of The Oakland Group, working globally to help organizations design and implement programmes to improve the quality, cost and delivery of products and services. He has worked on a range of projects to help organizations solve complex quality and operational issues.

• Part 1: The Foundations of TQM 1. Understanding Quality 2. Models and Frameworks for Total Quality Management 3. Leadership and Commitment Part 2: Planning 4. Policy, strategy and goal deployment 5. Partnerships and resources 6. Design for quality Part 3: Performance 7. Performance measurement frameworks 8. Self-assessment, audits and reviews 9. Benchmarking and Change Management Part 4: Processes 10. Process management 11. Process re-design/engineering 12. Quality management systems 13. Continuous improvement – the basics 14. Continuous improvement – more advanced (incl Taguchi & Six Sigma) 15. Continuous improvement – lean systems Part 5: People 16. Human resource management 17. Culture change through teamwork 18. Communication, innovation and learning Part 6: Implementation 19. Implementing TQM

"As CEOs we strive for continuous improvements in our organisations through better planning, better management of people and better processes. The 5th Edition of TQM by Oakland is an important part of a managers’ toolkit to deliver Quality by understanding the customer needs and to help us satisfy those needs." — Basil Scarsella, CEO UK Power Networks"Quality without a system supporting its methods and tools has little chance of providing great value. Oakland's work on TQM is the closest thing to a complete approach to quality and has been very helpful in my own work. The writing style doesn’t just say ‘what’ but has a good balance of ‘how.’ I highly recommend this book." — Jerry J. Mairani, American Society for Quality Past President/Chairman"An essential read for anyone who wants to make a difference in their organization. Oakland has the ability to demystify Quality in a clear and concise way, the case studies offer excellent learning examples for the translation of theory into practice." — Ian Mitchell FCQI CQP, Quality Director, Network Rail UK/Chairman Board of trustees CQI"Retaining its handbook feel to help turn theory smoothly into organisational practice and superior performance, this 5th edition is a timely reappraisal of quality management and competitiveness in the contemporary context of evolving customer expectations, expanding societal demands and the tsunami of data." — Vince Desmond, Chief Executive of the Chartered Quality Institute