Explores in depth the revolutionary methods of total quality management sweeping through industry worldwide. Theory and practice are combined by studying cases and examples from Toyota, Xerox, Ford, Citibank and others and critiquing in depth the ideas of Deming, Juran, Ishikawa, Taguchi and Crosby. Both manufacturing and services are studied, and links between operations, design, HR, marketing and procurement are emphasized. The focus is on the role of senior management in implementing total quality. Of particular interest to students in marketing, operations and management and those interested in careers in management consulting. The curriculum is enhanced by field trips and guest lecturers from industry.