Description
Quality is a topical and relevant issue for management accounting professionals and all manager's who rely on accounting information to assist decision-making. This handbook covers state-of-the-art practice in quality management including quality improvement, total quality management, delighting the customer, the Sony way, the pursuit of customer satisfaction, training for quality, total quality culture, the role of managers in quality, the role of the British Quality Association, and communication quality. Contributions are written by leading figures in this field.
Max Hand is a co-founder and Director of Develin and Partners and has spearheaded the consultancy's services in Total Quality Management. Prior to the formation of Develin and Partners, he spent 15 years in a variety of management positions. His eight years consulting experience has included fotal quality, organizational effectiveness and IT Strategy assignments within the financial services, manufacturing, construction and retail sectors. He has written numerous articles on a range of management issues and he is joint author of the survey The Effectiveness of Quality Improvement Programmes in British Business with Brian Plowman.
Brian Plowman is a Director at Develin and Partners. He began his career in production engineering. As a consultant he has specialised in developing Total Quality Management methodologies and applied them in the financial services, energy, transport, retail, food and manufacturing industries. He is a Chartered Engineer, and a Fellow of the Association of Quality Management Consultants.
