Wasn't particularly enamoured by this book. Hoyle advocates a very hard, scientific, controlling and cybernetic form of quality management. Not enough consideration to the softer aspects of human interaction, people and culture. The taken for granted assumption throughout this book is that people can be controlled, manipulated and directed toward the achievement of goals and standards. An extremely positivist and objective stance of efficient cause which only serves to purport the same old dominant rhetoric of managerialism.