Total Quality Management in Action
In this book award-winning organisations and experts from Europe and USA, including Brian Joiner (Deming medel), Hans Bajoria (ASQC Grant award), Texas Instruments Europe (1995 Quality Award winner) have contributed towards the learning and culture of wor
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Aservice of
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Total Quality Management in Action Edited by
Gopal K. Kanji Head of the Centre for Quality and Innovation Sheffield Hallam University Sheffield UK
Organized by the Centre for Quality and Innovation Sheffield Hallam University
CHAPMAN & HALL London· Weinheim . New York· Tokyo· Melbourne· Madras
Published by Chapman & HaU, 2-6 Boundary Row, London SE18HN, UK Chapman & Hall, 2-6 Boundary Row, London SEI 8HN, UK Chapman & Hall GmbH, Pappelallee 3, 69469 Weinheim, Germany Chapman & Hall USA, 115 Fifth Avenue, New York, NY 10003, USA Chapman & Hall Japan, ITP-Japan, Kyowa Building, 3F, 2-2-1 Hirakawacho, Cbiyoda-ku, Tokyo 102, Japan Chapman & Hall Australia, 102 Dodds Street, South Melbourne, Victoria 3205, Australia Cbapman & Hall India, R. Seshadri, 32 Second Main Road, CIT Eas~ Madras 600 035, India First edition 1996 © 1996 Chapman & Hall Softcover reprint of the hardcover 1st edition 1996
© Chapter 3 Joiner Associates Inc. © Chapter 13 John MacDonald ISBN-13: 978-94-010-7188-8 DOl: 10.1007/978-94-009-1543-5
e-ISBN-13: 978-94-009-1543-5
Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the UK Copyright Designs and Patents Act, 1988, this publication may not be reproduced, stored, or transmitted, in any form or by any means, without the prior permission in writing of the publishers, or in the case of reprograpbic reproduction only in accordance with the terms of the licences issued by the Copyrigbt Licensing Agency in the UK, or in accordance with the terms of licences issued by the appropriate Reproduction Rights Organization outside the UK. Enquiries concerning reproduction outside the terms stated here should be sent to the publishers at the London address printed on this page. The publisher malces no representation, express or implied. with regard to the accuracy of the information contained in this book and canoot accepr any legal responsibility or liability for any errors or omissions that may be made. A catalogue record for this book is available from the British Library Library of Congress Catalog Card Number: 96-S4769
8
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CONTENTS
Preface PART ONE
2 3
ix
TQM Principles and Practice
The European Foundation for Quality Management: latest developments G. de Raad
3
Creating robust product and process design H.J. Bajaria
9
Leadership in the 21st century B.L. Joiner
18
The system works .. only through co-operation J. Carlisle
28
A strategy for nurturing a culture of continuous improvement T.G. Wheeler and R. W. Wells
40
T I Europe - "Strategies for Excellence" D. Antcliffe
50
Doing quality from the middle: the Sheffield experience D. Gilks, J. Grogan, D. Miller; A. Nash, D. Patmore and A. Tomes
