Small business total quality
Written for managers of small businesses, this book gives a practical step-by-step guide to the implementation of Total Quality Management (TQM). It should assist all small businesses, from the recently established company employing a handful of people, to businesses with staffs of 100 or above
xv, 216 pages : illustrations ; 24 cm
9780412602702, 0412602709
31936791
Foreword / Paul Spenley
1. The small business in context
2. Quality
why bother?
3. The planning process
4. Quality diagnosis
5. The cost of quality
6. Customers and suppliers
7. Leadership
8. Teamwork
9. Quality measurement and problem-solving
10. Quality management systems (BS 5750/ISO 9000)
11. Investment in staff
12. TQM implementation
13. Final thoughts
App. A Glossary of terms
App. B Problem-solving tools and techniques
App. C Further reading and video selection
App. D Useful addresses and sources of further information