Part 1 What managing quality means: what is quality and how can it be managed?; quality in marketing; quality in specification and design; quality in purchasing; quality in production; after-sales quality. Part 2 Quality assurance techniques: creating the quality system; IS0 9000 - the international quality standard; quality auditing techniques; inspection techniques; statistical sampling inspection; statistical process control; the place of the computer; reliability assurance. Part 3 Using people effectively: the sociology of people at work; motivate or involve?; American quality gurus; Japanese quality management style; quality in the United Kingdom; total quality management; quality managers and their departments; quality in service industries. Part 4 Quality - the key to prosperity: ways of looking at quality-related costs; the prevention-appraisal-failure model; just-in-time and variability reduction; quality, safety and product liability; the international market-place; quality trends, challenges and opportunities. Appendix: British Standards mentioned in the text. r

This text on quality assurance management should help readers manage their business responsibilities to ensure that customer expectations are satisfied as economically as possible. It examines the writings of the interpreters of quality concepts and explores how their lessons have been adopted.