Managing Quality, 6th Edition

Part Four TQM through Continuous Improvement

This part of the book covers challenges for the quality management discipline and draws together some of the common themes which have emerged in the individual chapters so far.

• Chapter 11 – Teams and Teamwork
• Chapter 12 – Self-Assessment Models and Quality Awards
• Chapter 13 – Managing Quality: New Challenges
• Chapter 14 – Managing Quality: The Future

Chapter 11 deals with the use of teams and teamwork in TQM and Strategic Process Improvement (SPI). The operating characteristics of project teams, quality circles and quality improvement teams are outlined. A set of guidelines to help ensure that teams are both active and effective is provided.

Chapter 12 deals with quality awards and self-assessment and their role in the advancement of TQM. It examines the influence of TQM, SPI and business performance. The key points of the Deming Application Prize, Malcolm Baldrige National Quality Award and European Quality Award are reviewed. The various ways of undertaking self-assessment against a Business Excellence Model are outlined, and the key lessons from the use of self-assessment by European business are highlighted.

Chapter 13 discusses new challenges, including the opportunities presented by the BRIC economies. In this chapter two kinds of quality management are identified ‘old’ or classical quality management and ‘new’ quality management. The challenge for the quality management discipline is to come up with new concepts, new approaches, ...