Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester

• List of Figures. List of Tables.Preface.Glossary of Terms.1. Total Quality Management: An Introduction.2. The Received Wisdom on Total Quality Management.3. The Role of Management in Total Quality Management.4. Business Process Management.5. Quality Management Systems.6. Quality Management Tools and Techniques.7. Teams and Teamwork.8. Assessment of Progress.9. The Introduction of Total Quality Management.10. Total Quality Management Summary.Index.

Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester

• List of Figures. List of Tables.Preface.Glossary of Terms.1. Total Quality Management: An Introduction.2. The Received Wisdom on Total Quality Management.3. The Role of Management in Total Quality Management.4. Business Process Management.5. Quality Management Systems.6. Quality Management Tools and Techniques.7. Teams and Teamwork.8. Assessment of Progress.9. The Introduction of Total Quality Management.10. Total Quality Management Summary.Index.

Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester

• List of Figures. List of Tables.Preface.Glossary of Terms.1. Total Quality Management: An Introduction.2. The Received Wisdom on Total Quality Management.3. The Role of Management in Total Quality Management.4. Business Process Management.5. Quality Management Systems.6. Quality Management Tools and Techniques.7. Teams and Teamwork.8. Assessment of Progress.9. The Introduction of Total Quality Management.10. Total Quality Management Summary.Index.