Managing Quality

I hold a PhD in applied economics from the Academy of Economic Studies in Bucharest and a DPhil in Management Studies from Oxford University. I came to Keele in 1996 and was promoted to Chair in 2006. I am course director for the MA in Management/International Business and a member of the executive team responsible for the postgraduate provision in the school.

′Though the book is aimed at undergraduates and postgraduate students, it is also useful to practitioners and consultants interested in adding a non-managerial perspective to their repertoire′ - TQM Magazine

• IntroductionPART ONE: THEORETICAL PERSPECTIVES ON QUALITYRe-Defining QualityThe Origin and Evolution of Quality ManagementQuality in Contemporary OrganizationsPART TWO: PRACTICAL APPROACHES TO QUALITYThe Management of Quality in Manufacturing, Service and Public SectorsQuality Standards, Certification and AwardsQuality CostsQuality Control and AssuranceTotal Quality ManagementBusiness Process Re-EngineeringLeadership, Teamwork and Organizational CulturePART THREE: CONSEQUENCES OF QUALITYThe Morality and Ethics of QualityMaking Quality CriticalPART FOUR: CASE STUDIES ON QUALITY MANAGEMENTQuality Management in the British National Health Service - Joan DuroseStatistical Process Control in the National Health Service - Duthika PereraTeam Leadership in a UK Logistics Factory - Mihaela KelemenNew Technology and Customer Satisfaction - Duthika PereraManaging Quality Through Internal Marketing - Ionna Papasolomou-DoukakisThe Case of the UK Retail Banking SectorQuality Standards and the Journey to Total Quality - Mihaela KelemenThe Case of Inscom UK