How to eat an elephant : a slice by slice guide to total quality management / John Gilbert.

includes index

Includes bibliographical references (p. 207-208) and index.

An introduction to elephant eating -- Types of quality process -- Quality process definitions -- Vision statement and quality policy -- Visible TQM -- Customers -- Customer relations -- The quality gurus -- The early American gurus -- The Japanese gurus -- The Western gurus -- The process of change -- Quality assurance -- ISO 9000 -- TQM takes time -- Quality culture -- Management commitment -- Leadership -- Styles of leadership -- Management by walking about -- Motivation -- TQM process ownership -- Drama, enthusiasm and sincerity -- Quality on Fridays -- Quality improvement barriers -- Departmental cooperation or rivalry? -- Drive out fear -- People assets -- The shape of success -- Strategy and quality -- Organisation behaviour -- Organisation charts -- Implementing process analysis -- Implementing the integrated TQM process -- Critical success factors -- Quality plan deployment -- Annual planning -- Quality teams -- Quality steering teams -- Quality circles -- Quality improvement project teams -- Project team requirements -- Facilitators and their network -- Project generation -- Project organisation -- Prevention versus inspection -- What quality means -- Quality improvement tools -- The baker's dough -- The baker's gantt chart -- Flow chart -- Cause and effect diagram -- The baker's tally sheet -- The baker's line diagram -- The baker's histogram -- The pareto principle -- The baker's scatter diagram -- The baker's control chart -- Activity analyses -- Statistical process control -- Nominal group technique -- The cellular kitchen -- The Sunday lunch -- CCEO priority -- Customer and quality awareness surveys -- Market changes -- Benchmaking -- Important people -- The case for quality costing -- Quality costs-PAF model -- Quality cost numbers -- Reported quality costs -- Measurement of quality -- Quality standards -- Assessing quality improvement -- 100% conformance to expectations -- Right first time -- Small steps and often -- Mistake-proofing -- Details are a bitch but necessary -- Effective communication -- Relentless communication -- Training -- Training subjects -- Training workshops -- Job descriptions -- Quality losses -- The action checklist -- Reward and recognition -- Quality awards -- Meetings -- Partnership sourcing -- Value for money.