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.

Introduction PART ONE: THEORETICAL PERSPECTIVES ON QUALITY Re-Defining Quality The Origin and Evolution of Quality Management Quality in Contemporary Organizations PART TWO: PRACTICAL APPROACHES TO QUALITY The Management of Quality in Manufacturing, Service and Public Sectors Quality Standards, Certification and Awards Quality Costs Quality Control and Assurance Total Quality Management Business Process Re-Engineering Leadership, Teamwork and Organizational Culture PART THREE: CONSEQUENCES OF QUALITY The Morality and Ethics of Quality Making Quality Critical PART FOUR: CASE STUDIES ON QUALITY MANAGEMENT Quality Management in the British National Health Service - Joan Durose Statistical Process Control in the National Health Service - Duthika Perera Team Leadership in a UK Logistics Factory - Mihaela Kelemen New Technology and Customer Satisfaction - Duthika Perera Managing Quality Through Internal Marketing - Ionna Papasolomou-Doukakis The Case of the UK Retail Banking Sector Quality Standards and the Journey to Total Quality - Mihaela Kelemen The Case of Inscom UK

'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