Emeritus Professor of Operations Management
English Translation of La Dynamique Qualité. Les Editions DOrganisation, Paris. 1990. Translated into Portuguese as Gerenciando A Dinamica Da Qualidade. Qualitymark Editoria, Rio de Janeiro. 1991. Taking into account contributions from different fields including marketing, production, organizational behaviour and strategy, the book provides detailed coverage of the importance of integrating quality into every aspect of business, including the operational definition of a service delivery system, the specificity of quality dynamics in services throughout the organization and explanations on how to implement the change process throughout the organization. An orientation map situates the different tools available and demonstrates how scientific methods differ from the empirical approach. The author presents examples from numerous real-life situations and numerous diagrams together with clear, explanatory symbols.