QUALITY MANAGEMENT - PRINCIPLES & TECHNIQUES

By: Geoff Vorley and Fred Tickle

Quality Management is a dynamic subject continually evolving in response to a rapidly changing world. This book now in its fourth edition has reflected those trends and changes by presenting not only the theory but the practice of implementation, hence its title. In this book you will find the whys and the hows without being over prescriptive.

This book gives a practical approach to Quality Assurance. Not only for the benefit of Quality Managers but also those who wish to familiarise themselves with the latest information and techniques in the field. It forms an ideal reference for the introduction of any Total Quality Initiatives and is used at Universities, particularly for MBA courses, including Surrey University.

The book has been split into three basic sections:

A general Introduction to Quality Assurance, discussing the historical trend that quality assurance has followed and a view on what the future direction could be. An interpretation of key quality definitions is also provided, to help cut through some of the jargon associated with Quality Assurance (QA).

Quality Management System (QMS), the systems or QMS model approach to QA, including what QMSs are available and appropriate. How these QMSs are interpreted, implemented and monitored (audited) in particular organisations (not only manufacturing organisations but service and software). An integrated management system approach can include other key areas of an organisation’s business, e.g. Health & Safety, Security, Training, Environment etc.

Motivation for quality, an examination of quality philosophy and the various approaches suggested by influential individuals.

Quality Improvement (QI) or Total Quality Management (TQM), describing what QI is, the approach and means of introduction and implementation, including the various techniques associated with QI.

A general section including such topics as:

• Purchasing Control, how suppliers can be selected, controlled and their performance (service, cost and delivery) improved.
• Statistical Quality Control (SQC), some of the methods that can be used to control and improve process performance.
• Cost of Quality, how the Quality Department can make an active contribution towards the profitability of an organisation.
• Computer Aided Quality Assurance, how computers can be used in the quality environment and what are the advantages and disadvantages.
• Law and Quality Assurance; Criminal and Civil Law, Product Liability and the implication of these various directives on the Quality Department and organisations.

Subjects covered in this book include:

• Quality Management Systems based on ISO 9001
• Customer satisfaction
• European Quality Award
• Quality philosophies of Deming, Juran, Feigenbaum, Crosby, Ishakawa and Taguchi
• Quality Improvement tools and techniques such as QFD, FMEA, Quality
• Planning, Root cause analysis, Cost of Quality, etc.
• Purchasing Control and QS9000
• Legal aspects of quality management
• Computer aided quality control

The book was intended to be written in a way that hopefully makes the various techniques and approaches to quality assurance self explanatory. However, if the reader has any problems with the contents or has a quality problem or issue that they would like to discuss further, please do not hesitate to contact us. We can be contacted via the publishers, or email us on help@qmt.co.uk. We welcome the opportunity to discuss quality issues.

The book has been written by Geoff Vorley and Fred Tickle with contributions from Mary Brightman, Mary-Clare Bushell, John Lewis, Edda Saunders and Penny Simmons.

Quality Management (Principles & Techniques) is now in its fourth edition. Why? ISO 9001 is now often used as the basis for organisation’s second party certification (purchasing) standard, e.g. QS9000 automotive, D19000 Aerospace – Boeing. There have also been significant sociological changes, with organisations placing much greater emphasis employee involvement, on satisfying their customers and understanding their customer needs. It is for this reason that additional information has been provided for reviewing and explaining various approaches that organisations have successfully employed. So why four editions? Well put simply the subject has evolved and will continue to do so.

Clearly the largest, most recent shift in QA thinking was ISO 9001. Many people have been predicting ISO 9001’s demise but no obituaries have yet been written, in fact quite the reverse, it is expanding rapidly into many countries. ISO 9001 has its warts, as discussed in the section Limitations of the Management Systems approach but in spite of these problems it has consistently been retained by organisations. Cynics may say this is just because of fear – the effect on customers if ISO 9001 registration is lost. It is difficult to believe that hard nosed business people would retain the standard for only this reason. They retain the standard because it is of benefit (profit). As Abraham Lincoln said “You can fool some of the people some of the time but you cannot fool all of the people all of the time” So as ISO 9001 has been around for fifteen years or so and it has not been dropped then the approach must have merit. So what is next, is there another ISO 9001 around the corner or some other major quality improvement technique? Well, just maybe – the focus on the customer and process improvement will continue to be key, although possibly achieved through much greater responsiveness as a result of the growth of the Internet.

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