内容简介：
John Oakland (professor of Business Excellence and Quality Management, University of Leeds Business School) offers a model for Total Quality Management, explained and supported with several real-life case studies. The second edition features several changes, including new material on process modeling and management, quality management systems, people development, performance measurement, the Business Excellence model, self-assessment, benchmarking, and the implementation of TQM. The text is intended for both students and managers.