Implementing Quality: A Practical Guide to Tools and Techniques

This book comprises of 12 chapters and three appendices split into five sections, supported by 42 tables and 103 figures. The first section covers the foundations of quality and takes the reader through an introduction to quality and its history followed by a discussion of the scope of practically using tools and techniques. Of particular interest for the practitioner is a section on the problems that can be encountered when applying the tools and techniques in the workplace, with suggestion on how to overcome them.

The next two sections cover 36 tools and 14 techniques. The tools are grouped under the usual logical headings (definition, measurement, analysis, improvement and control). Each tool is defined, its application discussed and guidance given on how to use it. Pre‐worked examples are given and training requirements indicated, with some final thoughts on the use of the tools in practice. The techniques section is arranged in a similar format and split along traditional lines to cover seven quantitative and qualitative techniques. The benefits and pitfalls of each technique are discussed and at the end of each section questions and exercises aid familiarality with the material.

The final section covers the practicalities of implementing the discussed tools and techniques. This is split into two chapters: Making it Happen and Case Studies. The first of these discusses nine steps to successful implementation and how to apply them to companies at various stages of the “road to quality”. The 12 case studies then provide valuable learning points, and cover a wide spectrum of industry. The appendices cover 14 management models, random nominal numbers and answers to the questions asked throughout the book.

This work provides a brief overview of a comprehensive range of quality tools and techniques. However, by trying to target an audience ranging from functional managers to management consultants to management school academies, the text tries to be all things to all people. In my opinion it fails to provide sufficient in‐depth material for the tools to be used without additional training, although to be fair this training requirement is actually suggested. The most useful sections of the book are where the author offers his own insight and experience in applying the tools and techniques in a real world setting; these do add value for the reader.