The third edition of TQM: Text with Cases is the result of extensive revision of the second edition. Even John Oakland's famous TQM Model has been revised to reflect developments in the field and the growing importance of the so-called "Excellence" frameworks. To be successful, TQM has to impact on the organisation's Performance, which should be measured on a "balanced scorecard", including the results from the customer. This can be achieved through good Planning and improvements in Processes through involvement of the People. These 4Ps combine with the 4Cs - Customer, Culture, Communication and Commitment to provide a new model for TQM. As with previous editions, the book is written in a logical and very practical style, supported by eleven real life case studies, reflecting the latest developments from leading exponents of TQM and Business Excellence. Seven of the cases are brand new. Through all this, Professor Oakland demonstrates how a total quality or business excellence strategy can be applied in all activities to achieve world-class performance. In addition to the framework review and revision, this third edition features several major changes and new material on process management, quality management systems - ISO 9000:2000, human resource management, performance measurement, partnerships & resources, innovation & learning, knowledge management and benchmarking. John S Oakland, Executive Chairman, OAKLAND Consulting plc; Professor of Business Excellence, Leeds University Business SchoolOakland, John S. is the author of 'Total Quality Management Text With Cases', published 2003 under ISBN 9780750657402 and ISBN 0750657405.