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Notes on chapters
6 Barnes, M. (1985) Project management framework,
International Project Management Yearbook, Butterworth
Scientific.
7 Lock, D. (1996) Project Management, 6th edn, Gower.
8 Lock, D. ibid.
9 Source: Organization web site.
Chapter 17
1 Source: Interview with Michael Purtill, the General
Manager of the Four Seasons Hotel Canary Wharf in
London. We are grateful for Michael’s cooperation (and
for the great quality of service at his hotel!).
2 Based on Gummesson, E. (1993) Service productivity, service
quality and profitability, Proceedings of the 8th International
Conference of the Operations Management Association,
Warwick, UK.
3 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) A
conceptual model of service quality and implications for
future research, Journal of Marketing, vol. 49, Fall, 41–50;
and Gummesson, E. (1987) Lip service: a neglected area in
services marketing, Journal of Services Marketing, vol. 1,
no. 1, 19–23.
4 Haywood-Farmer, J. and Nollet, J. (1991) Services Plus:
Effective Service Management, Morin, Vancouver.
5 Berry, L.L. and Parasuraman, A. (1991) Marketing Services:
Competing through Quality, The Free Press.
6 Mechling, L., Get ready for a storm in a tea shop, The
Independent, 8 March 2002 and company web site.
7 Based on Parasuraman, A., op. cit.
8 Sources include: Company web site (2009); Best Factory
Awards, End of day harvest extends shelf life (2005);
Clarkson, G.J.J., Rothwell, S.D. and Taylor, G. (2005),
Hortscience, vol. 40, 1431–5.
9 Source: Scan avoids needless appendectomy, The Sunday
Times, 23 Feb 1997.
10 Feigenbaum, A.V. (1986) Total Quality Control, McGraw-
Hill, New York.
11 Matsushito, K. (1985) Why the west will lose, Industrial
Participation, Spring.
12 For more details of the Taguchi approach, see Stuart, G.
(1993) Taguchi Methods: A Hands-on Approach,
Addison-Wesley.
Chapter 18
1 Source: Deaves, M. (2002) Bottoms up! Manufacturing
Engineer, Dec.
2 Lewis Carroll (1871) Alice through the Looking Glass.
3 Imai, M. (1986) Kaizen – The Key to Japan’s Competitive
Success, McGraw-Hill.
4 International Standards Organization, ISO 8402, 1986.
5 Dale, B.G. (1994) Quality management systems, in Dale,
B.G. (ed.) Managing Quality, Prentice Hall.
6 Sources include: Company web site, The Best Factory
Awards (2006).
7 Ohno, T. (1988) Toyota Production System: Beyond
Large-scale Production, Productivity Press, Portland, Ore.
8 Davenport, T. (1995) Reengineering – the fad that forgot
people, Fast Company, November.
9 Johansson, H.J. (1993) Business Process Reengineering: Break
Point Strategies for Market Dominance, Wiley, New York.
10 Based on an example in Kruse, G. (1995) Fundamental
innovation, Manufacturing Engineer, Feb.
11 For example, Davenport, T. (1995) op. cit.
12 Source: Discussion with staff at Xchanging.
Chapter 19
1 Sources include: Michael Herman and Dearbail Jordan
(2007) Cadbury fined £1 million over salmonella outbreak,
Times Online, 16 July, and Valerie Elliott, Cadbury
admits hygiene failures over salmonella in chocolate bars,
The Times, 16 June 2007.
2 The Institute of Risk Management, www.theirm.org/.
3 Quoted in The Risk Management Infokit (2009) Published
by JISC Infonet, available at www.jiscinfonet.ac.uk.
4 Christopher, M. (2002) Business is failing to manage
supply chain vulnerability, Odyssey, Issue 16, June.
5 Source: BBC News site (2008), Pilot arrested over alcohol
fears, http://news.bbc.co.uk/, published 2008/10/20.
6 Sources include: Naughton, J. The typing error that gave
us thirty years of spam, The Observer, Sunday 4 May 2008;
The Economist, The etiquette of telecommunications: a
parable of manners from Victorian dentists to modern
airlines, 13 Dec 2007.
7 Information for this section is based partly on a private
communication from Ben Betts of ht2.com.
8 Raynor, C., Airport security, BBC news web site, 25 July
2005.
9 Nahajima, S. (1988), Total productive maintenance,
Productivity Press.
10 Source: Otis web site.
11 Armistead, C.G. and Clark, G. (1992) Customer Service
and Support, Prentice Hall.
12 Judge, E., Instant replacements to make it business as usual
– from new offices to key staff, The Times, 15 February
2003.
13 Based on information from Read, P.P. (1994) Ablaze: The
Story of Chernobyl, Secker and Warburg; and Reason, J.
(1987) The Chernobyl errors, Bulletin of the British
Psychological Society, vol. 4, 201–6.
Chapter 20
1 Source: the EFQM web site, www.efqm.org.
2 Deming, W.E. (1982) Quality, Productivity and Competitive
Position, MIT Center for Advanced Engineering Study.
3 Deming, W.E. (1986) Out of Crisis, MIT Center for Advanced
Engineering Study.
4 Based on Neely, A. (1993) Performance Measurement System
Design – Theory and Practice, Manufacturing Engineering
Group, Cambridge University, April.
5 Kaplan, R.S. and Norton, D.P. (1993) The Balanced
Scorecard, Harvard Business School Press, Boston, M.A.
6 Bourne, M., Franco, M. and Wilkes, J. (2003). Corporate
performance management, Measuring Business Excellence,
vol. 7, no. 3, 15.
7 Based on Slack, N. (1994) The importance–performance
matrix as a determinant of improvement priorities, Inter-