Developing a strategic orientation for quality management: Promoting a strategic approach to TQM using a case-based intelligent system ; Self-assessment frameworks for business organizations -- Quality improvement tools and techniques for the twenty-first century: QFD: custmer driven design of products and services ; Taguchi methods of experimental design for continuous improvement of process effectiveness and product quality ; Statistical process monitoring in the twenty-first century -- Case studies in quality management: TQM in higher education institutions: a review and case application ; Do customers know what is best for them?: that use of SERVQUAL in UK policing ; Quality in the NHS: can we master the art of 'conversation'? ; Quality Management in public house retailing: a case study ; Changing supervisory relations at work: behind the success stories of quality management initatives

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