This text provides a comprehensive and detailed introduction to the theory and practice of quality in the context of 20th century management thinking. The text is intended primarily for students, but could also be of use to practising managers.


In preparing this second edition of Quality, I have retained the structure and substantial content of the first edition. While many minor revisions have been made for the sake of clarity, substantial changes have been introduced to reflect the developments in my knowledge in the four years since the first edition was written, and especially to reflect recent changes in the quality arena such as the launch of ISO 9000:2000 and increased use of the Business Excellence Model.

The aims of this book, its target readership, use and structure remain as explained in the preface to the first edition.


Chapter 1, ‘The Quality Imperative’, has been extended to explore the notion of quality in greater depth and relate quality directly to its justification, which rests in increasing organizational effectiveness. The development and application of Skills-Based Quality Management, which takes advantage of the changes to ISO 9000, is discussed in Chapter 27, ‘Sustainable Organization’, and provides a wholly new Chapter 28.

Following the introduction of ISO 9000:2000, Chapter 21, ‘Quality Management Systems’, has been completely revised to address the very substantial changes introduced to this standard. The links between these changes and the development of Skills-Based Quality Management are explored. The chapter also examines ISO 14000 and the Business Excellence Model.

Chapter 22, ‘Statistical Methods’, was the subject of particular criticism from readers of the first edition. It has been rewritten to focus on problems surrounding the use of statistics, while the gurus’ methods are explored in the individual chapters of Part two of the book.

I am grateful to readers and critics for the many complimentary comments and observations on the first edition, but where the comments were critical, I have attempted to improve the book to address them. If I have failed to do so, it is not the fault of my critics.

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