Total Organizational Excellence: Achieving world-class performance

Presents a framework to guide managers on how to improve business performance in all types of organizations. Based on many years of research and case study work in the European Centre for Business Excellence (EC for BE).

'This book is a dynamic, relevant and well written guide to achieving organizational improvements. The author has taken the mass of quality management techniques from the last 15 years, everything from process analysis and redesign to benchmarking and written a handbook about what they mean and how they can help senior managers achieve success.'

'Oakland manages to achieve a user-friendly approach without 'dumbing down' the book at all.'

Jeremy Kourdi, Professional Manager. July 1999