Part I - The development of total quality of management (TQM) Chapter 1 - TQM: An overview Introduction The evolution of quality management The key elements of TQM What is the 'received wisdom'? Change and continuos improvement How do companies get started? Summary: developing TQM Chapter 2 - The role of management in TQM Introduction The need for senior managers to get involved in TQM What senior managers need to know about TQM What senior managers need to do about TQM The role of middle managers The role of first line managers Summary Chapter 3 - The japanese approach to TQM Chapter 4 - Levels of TQM adoption Part 2 - The business context of TQM Chapter 5 - Policy deployment Chapter 6 - Designing for quality Chapter 7 - Quality costing Part 3 - The introduction of TQM Chapter 8 - A framework for introducting TQM Chapter 9 - Managing service quality Chapter 10 - Managing people in a TQM context Chapter 11 - Supplier development Chapter 12 - Sustaining TQM Part 4 - Quality management systems, tools and techniques Chapter 13 - Quality Management Systems Chapter 14 - Tools and techniques: an overview Chapter 15 - Quality function deployment (QFD) Chapter 16 - Design of experiments (DOE) Chapter 17 - Failure mode and effects analysis (FMEA) Chapter 18 - Statistical Proccess control (SPC) Chapter 19 - Benchmarking Chapter 20 - Business proccess re-engineering (BPR) Chapter 21 - Teams and teamwork Chapter 22 - Self-assesment, models and quality awards Part V - TQM through continuous improvement Chapter 23 - Managing quality: epilogue