Iguess this could be the book, incidentally below is the link to Johns other books, most of which are practical well-written books.
Total Quality Management - Pictorial Guide
John Oakland and Peter Morris
Butterworth Heinemann, 1998
ISBN 0 7506 3986 5
From the popular and original series of pictorial guides, the authors cut through the complex concepts and confusing jargon often associated with implementing Total Quality and present the information in pictorial style.
https://www.ecforbe.com - Link Was: /mindex.htm
Then follow books and publications.
[This message has been edited by Andy Bassett (edited 09 August 2000).]