Total Quality Management and Operational Excellence av John S. Oakland, Robert J. Oakland, Michael A. Turner

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<P>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.</P><P>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:</P><UL><LI>Accelerating change</LI><LI>Reducing cost</LI><LI>Protecting reputation</LI></UL><P>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.</P><P>Guidin