Review By: Gena O'Flaherty
07/08/2010The “Total Quality Handbook” provides an in-depth explanation of all aspects of Total Quality (TQ) in a condensed format. It provides the reader with knowledge of TQ and how to implement it in practice. Goetsch and Davis present several philosophies including Deming’s and Juran’s, and points out the downfalls to these approaches if they are not implemented in the right application. The book offers many practical methods that help the reader to understand the importance and benefits of a TQ program. Each chapter explains the theory, why an organization would want to use it, and goes a step further by providing insightful instructions on how to go about using the information. The book starts with an introduction of the definition of TQ, an historical account of how TQ came into popularity, and a chart of milestones in the TQ industry. From there, the book goes into detail on organizations and the factors they must recognize to ensure a successful TQ program (customer satisfaction, empowerment of employees, leadership and change, team building, and quality training). Once the reader considers these factors, the book explains seven quality tools (charts and diagrams and how to interpret the results) to help analyze the progress of a TQ program.
Lastly, the book ties all of the previous chapters together with the JIT (just in time) process and shows how JIT is used in the manufacturing industry.

Don't let the size of this book fool you. I sat down to read the “Total Quality Handbook” with the expectation that it would be just like all the other TQ books, prattling on about theory too much, leaving the reader even more directionless than when they started. Total Quality Handbook actually gives the reader a clear idea of where to start and how to succeed using the tools and methods so precisely explained. The writing style is clear and concise, providing many examples from manufacturing practices to a family vacation. These examples allow the reader to understand TQ principles without having an in-depth knowledge of the industry illustrated in the examples. I found the Quality Tools and SPC chapters especially helpful. Of the Quality Management books I have read, this is the only one that takes the time to explain the relevance of each quality tool, where to use them, how to use them, and how to interpret the results after using them. Using tangible examples and step-by-step instructions on how to plug your data into these charts and diagrams, the reader is armed with valuable analysis tools and the confidence to use them. Finally, a real source for us to turn to when we need to analyze data for quality process improvement! This book is necessary for anyone interested in learning about Quality Management. It is directed toward an audience of quality management and QA / QC. It would not be directly useful for testers, but it would give them a broader understanding of the industry in which they work and the factors that paralyze organizations from implementing TQ.
The only thing missing is a summary at the end of the book, but one could argue that this would only add fluff to an otherwise straightforward style.

Total Quality Handbook really lives up to its title. It is "the" handbook on Total Quality and has found a permanent home on my bookshelf. I anticipate a long relationship with my Total Quality Handbook because I know I'll be referring back to it often! What a valuable resource!