Synopsis
In order to have a general perspective , the author of this book has selected two lines of observation. Organizations take into account the strategic importance of quality by working from the inside out. The quality reform starts with the physical, operational and economic aspects of the organization. This is the first economic and social reform described in chapters 4, 5 and 6. In chapter 7, the second reform establishes quality as a strategic weapon. This evolution from internal strengthening to external affirmation forms the first line of observation. The second shows two interlocking levels of observation; at the bottom, the elementary processes and above that, the system and the organization considered as a whole. Quality dynamics, therefore, combine the integration of different elements in a long term strategic plan, and the necessary decentralization to facilitate continuous improvement. Service industries are becoming ever more predominant and so it was important to explain how the above concepts could still be applied. Chapter 8 gives the operational definition of a service delivery system. In chapter 9, the author shows the specificity of quality dynamics in services throughout the organization. Chapter 10 goes on to explain how to implement this change process throughout the organization. In chapter 11 an orientation map is provided to situate the different tools available, and to demonstrate how scientific method differs from an empirical approach for solving problems.
From the Back Cover
The book takes into account contributions from different fields including marketing, production, organizational behavior and strategy. Managing Quality Dynamics provides a detailed coverage of the vital importance of integrating quality into every aspect of business. The author takes a strategic view positioning quality dynamics as a change process, rather than placing too much emphasis on tools and miracle cures. In order to have a general perspective, he has selected two lines of observation - Organizations take in account the strategic importance of quality by working from the inside out. The quality reform aspects of the organization, establishing quality as a strategic weapon. The second line of obseration is at two levels; the elementary process, and above those, the sytem and the organization considered as a whole. Quality Dynamics therefore combine the integration of different elements in long term strategic plan, and the necessary decentralization to facilitate continuous improvement.
"About this title" may belong to another edition of this title.
