The result of extensive revision of the second edition of Total Quality Management - the route to improved performance (published in 1994). 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, QM has to impact on the organisation's performance, which should be measured on a 'balance scorecard', including the results from the customer. This can be achieved through good plan