The notion of 'Quality' in business performance has exploded since the publication of the first edition of this classic text in 1989. Today there is a plethora of performance improvement frameworks including lean–Six Sigma and the latest version of ISO 9001, offering an often confusing variety of ways to achieve business excellence.

Quality guru John Oakland’s famous TQM model, in many ways a precursor to these frameworks, has evolved to become the ultimate holistic overview of performance improvement strategy. Incorporating the frameworks that succeeded it, the revised model redefines Quality by:

• Accelerating change
• Reducing cost
• Protecting reputation

The popular, practical, jargon-free writing style, along with ten supporting case studies, effortlessly ties the model to its real-life applications, making it easy to understand how to apply what you’ve learned to your practices and achieve sustainable competitive advantage.

Guiding readers through the language of TQM and OpEx and all their recent developments, including data analytics, this book sets out a clear way to manage change. This exciting update of a classic is all the busy student or professional will need to begin understanding how to manage Quality and achieve Operational Excellence.

Handbook of Public Relations is a South African text that offers academic and practical perspectives on public relations (PR) in the business and management environment.

The new edition provides current, relevant and topical PR developments in the industry using case studies on issues such as digital communication. It also aligns current international practice with local contexts to ensure a decolonised approach and relevant theories.

Mistakes occur for many reasons. This book takes a hands-on approach to the reasons mistakes happen, analyzes the actual mistakes, and develops a strategy to reduce them. This book proposes error reduction strategies in human decision making and educates the reader to further reduce the likelihood of making a mistake. It provides error reduction strategies, describes various cost-effective methods for eliminating costly errors, and discusses Anthropometry, Crew Resource Management, Human Factors, Industrial Engineering, Scientific Management, and Usability and the role these topics play in the avoidance of mistakes. This book will be of interest to professionals and students in the areas of industrial engineering, human factors, logistics, quality control, manufacturing, human resources, and safety.

Although it remains one of the most significant challenges in recent years, companies are beginning to integrate the ideas of sustainability into organized projects such as marketing, corporate communications, and annual reports. In this case, sustainability remains an important influence on the initiation of project management. Sustainability Integration for Effective Project Management provides a comprehensive understanding of the most important issues, concepts, trends, methodologies, and good practices in sustainability to project management. The research and concepts developed in this publication are developed by professionals and academics aiming to provide the latest knowledge related to sustainability principles for prospective professionals, academics, and researchers in this area of expertise.

Most books on Supply Chain Management simply focus on how to move materials and key resources throughout an industrial enterprise. Reinventing Lean shows how SCM can be made "Lean," leading to much more reliable, cost-effective and competitive Supply Chain Management" (SCM). In this book, the reader will find a collection of management tools that will help to implement Lean principles, and to understand the components of an integrated Supply Chain Management system. Moreover, the book will show that to make Lean SCM effective, both the functional management tools as well as an enterprise-wide cultural readiness are needed in order to lay the groundwork for a World Class Lean Supply Chain.
Reinventing Lean will carefully lead engineers and manufacturing managers on how to adopt a cutting-edge Lean Supply Chain strategy. The book will lay out various proven approaches to incorporating Lean and SCM practices, by focusing on the ways in which SCM relates to materials, money, and information movement within the manufacturing environment. And because Reinventing Lean recognizes that a successful Lean SCM system cannot be achieved unless an organization supports team integration and the willingness to adapt to change, it provides not only the technical tools but also methods for changing company cultural factors that can make it all come together for a successful operation.
* Industrial engineers and plant managers, with strong backgrounds in SCM, will learn how lean management principles can be utilized to make their organizations leaner, more efficient, and more competitive
* Readers will find out how to lay out various approaches to incorporating Lean and SCM practices
*Readers can learn how to customize a cutting-edge Lean Supply Chain strategy which will give a distinct advantage over the competition

A comprehensive study of the power of differentiation as a key component of any business model, this book includes a step-by-step process to help leaders discover, achieve, express, and sustain their own authentic position. For the first time in recent history, trust is as important to corporate reputation as quality of products and services, according to the 2010 Edelman Trust Barometer. Still, nearly 70 percent of people say that organizations will revert to "business as usual" once the economy recovers. Moreover, U.S. job satisfaction is at a 22-year-low, according to a 2010 Conference Board report, and by most every measure, the consumer outlook is bleak. The good news? Organizational authenticity is attainable, declares Morin in Better Make it Real. However, it isn't the goal, she says, but the result of providing, consistently and continuously, an authentic "total experience" to your stakeholders-workers, customers, vendors, and other business partners. In other words, Morin affirms, authenticity isn't a destination-it's an ongoing journey that will serve to differentiate any organization in its marketplace, which too often is littered with fakes. Morin's recommended roadmap is Kahler Slater's Total Experience Design-a specific, step-by-step process for designing stakeholder experiences that are "authentic, intentional, and wholly integrated." In Better Make It Real, Morin offers a comprehensive guide to implementing Total Experience Design inside organizations of all types and sizes. She also shares behind-the-scenes stories from Kahler Slater projects and clients, including Google, Robert Redford's Sundance Cinemas, Monster.com, and numerous entrepreneurial enterprises. Bottom line: Organizational authenticity is sorely lacking-and urgently needed. On the heels of the Great Recession, Morin rolls out a roadmap to "real"-helping executives and entrepreneurs find their way forward. Provides anecdotes and illustrations from companies and organizations of all sizes and a wide variety of types Offers a step-by-step process leaders of any organization can apply and benefit from Draws directly from Kahler Slater's case files

Vital tools for implementing Lean Six Sigma--what they are, how they work, and which to use--The Lean Six Sigma Pocket Toolbook is today's most complete and results-based reference to the tools and concepts needed to understand, implement, and leverage Lean Six Sigma.

The only guide that groups tools by purpose and use, this hands-on reference provides:

• Analyses of nearly 100 tools and methodologies--from DMAIC and Pull Systems to Control Charts and Pareto Charts
• Detailed explanations of each tool to help you know how, when, and why to use it for maximum efficacy
• Sections for each tool explaining how to create it, how to interpret what you find, and expert tips
• Lean Six Sigma is today's leading technique to maximize production efficiency and maintain control over each step in the managerial process

With The Lean Six Sigma Pocket Toolbook, you'll discover how to propel your organization to new levels of competitive success--one tool at a time.

This comprehensive single volume includes seminal articles written by eminent scholars that study the role of standards in the competitive process, the diffusion of standards throughout industry and the role of the public sector in support of standards development. With an original introduction by the editor, this volume is an excellent source of reference and provides an invaluable foundation for students and researchers interested in standards.

Reliability is one of the fundamental criteria in engineering systems. Design and maintenance serve to support it throughout the systems life. As such, maintenance acts in parallel to production and can have a great impact on the availability and capacity of production and the quality of the products. The authors describe current and innovative methods useful to industry and society.

ISO 9001 is known throughout the world as the gold standard for quality process improvement, but quality assurances experts are also discovering the power of CMMI (Capability Maturity Model Integration). This text explores how these two models can be used together to improve process quality by quantum leaps. It shows how organizations can streamline their quality process improvement programmes by capitalizing on the similarities both models share while minimizing their differences. The authors demonstrate that organizations can save valuable resources and money as they improve quality by moving towards both ISO 9001:2000 and CMMI compliance certification.

Pollution reduction attempts, without consideration of costs and benefits, are likely to destroy stock market values of corporations. Companies are faced with a plethora of alternatives to reduce pollution as pollution control moves from command-and-control to market-based regulations. This book offers new insights into implementing environmental programs in companies of any size. The reader is walked through all phases of an environmental management program, including self-evaluation, product and process evaluation, environmental reporting, product labeling, environmental auditing, industry standards, environmental performance metrics, environmental accounting, and total quality environmental management tools. ISO 14000 standards applicable to various phases of environmental management systems are described in detail. This book explains in-depth how to initiate, develop, and implement environmental programs in a total quality management framework and integrate environmental factors in critical corporate decisions. This work, written primarily for practicing managers, should also be of interest to scholars and students in business management.

Supply chains are significant in improving business efficiency. Sustainable supply chains help industries enhance their ecological, monetary, and social performance. Innovative research frameworks as well as the modelling of sustainability issues are significant to different stakeholder's perspectives. This book guides researchers and practitioners through developing effective sustainable supply chains to meet UN Sustainable Development Goals (SDGs).

The objective of the EURO-QUAL programme has been to improve the quality of care for the individual patient. At the same time the need for harmonization of health care in Europe was recognized. This quality improvement system (QIS) for orthodontic care in Europe comprises of "Guidelines for how to implement a QIS" and reference material from the project teams: financial resources, professional development, consumer satisfaction, and industrial cooperation. In this respect the following topics are discussesd: the differences and similarities in local (national) quality initiatives; the use of databases, as a technique to improve quality by comparing one's own performance against that of colleagues; the influence of the different national systems of funding on both the amount of care provided as well as the quality of care; the contents and the quality of the educational programmes, at all levels of orthodontic care; promotion of patients' rights and responsibilities before, during and after the orthodontic treatment; and a common goal and common language with the industrial partners by which the interaction can be optimized and communication will be enriched. This book provides the background information for the appopriate use of the European Orthodontic Quality Manual (EOQM). Strategies for the implementation of a QIS in orthodontics, taking into account the complexity of the outlined aspects, make this book interesting for the orthodontic professional as well as the stakeholders (education, funding, industry and consumers) in orthodontic care.

This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book's content is also useful for practitioners and industry watchers.