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Managing with Total Quality Management : Theory and Practice - Adrian Wilkinson

Managing with Total Quality Management

Theory and Practice

Hardcover

Published: 1st January 1998
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In this book, the authors relate Total Quality Management (TQM) to the broader organisation and environment in the context in which TQM is located, bringing in consideration of organisational culture and structure, of employee relations and the balance of power between management and employees and the role of Human Resource Management. This involves a critical appraisal of TQM, considering both the way in which employees perceive its operation in practice and the question of 'who gains what' from TQM.

List of Figures and Tables
Acknowledgements
Introductionp. 1
What Do We Mean by 'Quality' and 'TQM'?p. 7
The Origins and Development of TQMp. 17
TQM, Organisational Change and Human Resource Managementp. 34
TQM in Practicep. 60
Citizens as Customers: the Politics of Quality in Local Governmentp. 88
Making TQM Work in a Tough Environment: British Steel Teesside Worksp. 109
Fads and Fixes - Waving Goodbye to Quality in Financial Services?p. 125
Re-imaging Customer Service: the Management of Quality in Food Retailingp. 142
Pay, Rewards and Recognition: Managing Quality in a Small Firmp. 160
Conclusions: Whither TQM?p. 176
Referencesp. 189
Indexp. 207
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9780333620069
ISBN-10: 0333620062
Series: Management, Work and Organisations
Audience: Tertiary; University or College
Format: Hardcover
Language: English
Number Of Pages: 216
Published: 1st January 1998
Publisher: Palgrave Macmillan
Country of Publication: GB
Dimensions (cm): 16.5 x 24.3  x 1.9
Weight (kg): 0.44
Edition Number: 1