Oakland on Quality Management

Part One The Foundations of TQM Understanding quality Models and frameworks for total quality management Leadership and commitment Part Two Planning Policy, strategy and goal deployment Partnerships and resources Design for quality Part Three Performance Performance measurement frameworks Self-assessment, audits and reviews Benchmarking Part Four Processes Process management Process redesign/ engineering Quality management system Continuous improvement Part Five People 14 Human resource management Culture change through teamwork Communications, innovation and learning Part Six Implementation Implementing TQM