Total Quality Management and Operational Excellence

As CEOs we strive for continuous improvements in our organisations through better planning, better management of people and better processes. The 5th Edition of TQM by Oakland is an important part of a managers' toolkit to deliver Quality by understanding the customer needs and to help us satisfy those needs. - Basil Scarsella, CEO UK Power Networks Quality without a system supporting its methods and tools has little chance of providing great value. Oakland's work on TQM is the closest thing to a complete approach to quality and has been very helpful in my own work. The writing style doesn't just say 'what' but has a good balance of 'how.' I highly recommend this book. - Jerry J. Mairani, American Society for Quality Past President/Chairman An essential read for anyone who wants to make a difference in their organization. Oakland has the ability to demystify Quality in a clear and concise way, the case studies offer excellent learning examples for the translation of theory into practice. - Ian Mitchell FCQI CQP, Quality Director, Network Rail UK/Chairman Board of trustees CQI Retaining its handbook feel to help turn theory smoothly into organisational practice and superior performance, this 5th edition is a timely reappraisal of quality management and competitiveness in the contemporary context of evolving customer expectations, expanding societal demands and the tsunami of data. - Vince Desmond, Chief Executive of the Chartered Quality Institute