Total Quality Management Proceedings of the first world congress
In this book leading experts including George Box, Noriaki Kano, Yoshio Kondo, John Oakland and James Harrington, analyse and document various aspects of Total Quality Management. Contributions range from discussions of the principles, strategy, culture,
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Total Quality Management Proceedings of the first world congress Edited by
Gopal K. Kanji Head of Division of Applied Statistics School of Computing and Management Sciences Sheffield Hallam University Sheffield UK
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by the Royal 8tatisboal Socl,,, end lallam University
SPRINGER-SCIENCE+BUSINESS MEDIA, B.V
First edition 1995
© 1995 Springer Science+Business Media Dordrecht Originally published by Chapman & Hall in 1995
Softcover reprint of the hardcover 1st edition 1995 ISBN 978-94-010-4240-6 ISBN 978-94-011-0539-2 (eBook) DOI 10.1007/978-94-011-0539-2 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 reprographic reproduction only in accordance with the terms of the licences issued by the Copyright 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 makes no representation, express or implied, with regard to the accuracy of the information contained in this book and cannot accept 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
§ Printed on permanent acid-free text paper, manufactured in accordance with ANSIINISO Z39.48-1992 and ANSIINISO Z39.48-1984 (Permanence of Paper).
CONTENTS
Preface PART ONE TQM Principles and Practices 1 Quality and statistical concepts G.K. Kanji 2 Quality and people Y. Kondo 3 TQM - does it always work? I. Macdonald 4 A comparison of TQM-performance in the Nordic and East Asian countries K. Kristensen, I.J. Dahlgaard and G.K. Kanji 5 W. Edwards Deming (1990-1993): the man and his message H.R. Neave 6 Upsizing the organisation by attractive quality creation N. Kana 7 TQM leadership I.J. Dahlgaard, K. Kristensen and G.K. Kanji 8 The development of a generic model for the implementation of TQM R.H. Haigh and D.S. Morris 9 Business process re-engineering - the route to integrating TQM into the business strategy I.S. Oakland 10 Total quality management and people empowerment K.J. Zink 11 Total quality: its origins and its future G.Box 12 Effective TQM implementation: critical issues H.I. Bajaria 13 Total quality management and the role of statistics A. Zanella 14 Different strokes for different folks - the collapse of prevailing wisdom H.l. Harrington 15 Successfully combining TQM with business process re-engineering M. Hutton PART TWO Measuring Performance 16 A performance measurement concept for business process management S.H. Fries
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3 11
26 39 50
60 73 85
95 109 119
128 137 147 161 167 169
Contents
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17 Consumer-driven quality
