TY  - BOOK
AU  - Oakland,John S.
TI  - Total quality management: text with cases 
SN  - 0750639520
AV  - HD62.15 .O173 
PY  - 2000///
CY  - Oxford, Boston
PB  - Butterworth-Heinemann
KW  - Total quality management
N1  - Includes index; Part One The foundations - a model for TQM
Chapter 1: Understanding quality
Chapter 2. Commitment and leadership
Chapter 3. Design for quality

Part Two.  TQM - the role of the quality system
Chapter 4. Planning and process for quality
Chapter 5. System design and contents
Chapter 6. Quality management system audit/review and self-assessment

Part Three TQM - the tools and the improvement cycle 
Chapter 6. Measurement of quality
Chapter 8. Tools and techniques for quality improvement
Chapter 9. Some additional techniques for process improvement

Part four TQM - the organizational, communication and teamwork requirements
Chapter 10.  Organization for quality
Chapter 11. Culture change through teamwork for quality

Part 5. TQM - the Implementation: 
Chapter 12. Communications and training for quality; 
Chapter 13. Implementation of TQM and the management of change
Case study
ER  -