Reveals the key steps to managing the organisation as a whole to facilitate company‐wide continuous improvement. Describes the management systems and structure necessary to steer quality improvement efforts, including logistics, responsiveness/flexibility and teamwork. Highlights the need to translate these key strategies into definable, measurable and time‐phased plans and activities, such as education and training, but always linked directly to operational activities. Examines the role of teams and individual managers in planning, leading and controlling and concludes with a restatement of the model and responsibilities of those involved in the TQM process.
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