Total Quality Management and Operational Excellence

This book is about how to manage in a total quality way through the excellent operation. It is structured in the main around four parts of what has become known as the ”˜Oakland model for TQM’ – improving Performance through better Planning and management of People and Processes in which they work. The core of the model will always be performed in the eyes of the customer, but this must be extended to include performance measures for all stakeholders. This core still needs to be surrounded by Commitment to quality and meeting customer requirements, Communication of the quality message, and recognition of the need in many cases to change the culture of most organizations to create total quality. These three Cs are the ”˜soft foundations’ that must encase the ”˜hard management necessities’ of the four Ps.