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  • Textbook
  • © 1998

Managing with Total Quality Management

Theory and Practice

Authors:

  1. Adrian Wilkinson
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  2. Tom Redman
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  3. Ed Snape
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  4. Mick Marchington
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  • Considers a very topical area
    . Takes a critical approach to the subject
    . Includes empirical material
    . Well known authors with extensive experience of writing, teaching and researching

Part of the book series: Management, Work and Organisations (MWO)

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Table of contents (11 chapters)

  1. Front Matter

    Pages i-viii
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  2. Introduction

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 1-6

  3. What do we Mean by ‘Quality’ and ‘TQM’?

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 7-16

  4. The Origins and Development of TQM

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 17-33

  5. TQM, Organisational Change and Human Resource Management

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 34-59

  6. TQM in Practice

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 60-87

  7. Citizens as Customers: The Politics of Quality in Local Government

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 88-108

  8. Making TQM Work in a Tough Environment: British Steel Teesside Works

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 109-124

  9. Fads and Fixes — Waving Goodbye to Quality in Financial Services?

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 125-141

  10. Re-imaging Customer Service: the Management of Quality in Food Retailing

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 142-159

  11. Pay, Rewards and Recognition: Managing Quality in a Small Firm

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 160-175

  12. Conclusions: Whither TQM?

    • Adrian Wilkinson, Tom Redman, Ed Snape, Mick Marchington
    Pages 176-188

  13. Back Matter

    Pages 189-216
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About this book

In this book, the authors relate Total Quality Management (TQM) to the broader organisation and environment in the context in which TQM is located, bringing in consideration of organisational culture and structure, of employee relations and the balance of power between management and employees and the role of Human Resource Management. This involves a critical appraisal of TQM, considering both the way in which employees perceive its operation in practice and the question of 'who gains what' from TQM.
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Keywords

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About the authors

ADRIAN WILKINSON is Professor of Human Resource Management at Loughborough University Business School. He was previously Senior Lecturer in Human Resource Management at the Manchester School of Management (UMIST).

TOM REDMAN is Lecturer at Teesside Business School

ED SNAPE is Lecturer in the Department of Management, Hong Kong Polytechnic University

MICK MARCHINGTON is Professor of Human Resource Management and Dean of Management Studies at the Manchester School of Management, UMIST
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