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Quality Management: Introduction to Total Quality Management for Production, Processing, and Services,9780130116383
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Quality Management: Introduction to Total Quality Management for Production, Processing, and Services

by ; ;
ISBN13:

9780130116383

ISBN10:
0130116386
Format:
Hardcover
Pub. Date:
1/1/2000
Publisher(s):
Prentice Hall
List Price: $118.33
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Summary

For an undergraduate course in Quality Management offered by management, industrial technology, manufacturing, and business departments. This easy-to-use text gives future managers, engineers, technologists and technicians both the tools and know-how to guide an organization to world-class quality and competitiveness. Straightforward in approach, it helps students understand both the big picture behind TQM as well as its individual elements, and readily applies theories and principles to the real world today.

Table of Contents

PART ONE Philosophy and Concepts 1(452)
Quality and Global Competitiveness
2(45)
The Relationship between Quality and Competitiveness
3(1)
Competitiveness and the U.S. Economy
3(3)
Factors Inhibiting Competitiveness
6(7)
Comparisons of International Competitors
13(8)
Technology and Competitiveness
21(7)
Human Resources and Competitiveness
28(4)
Management by Accounting: Antithesis of Total Quality
32(1)
The Myth of Japanese Invincibility
33(2)
Global Integration and Asian Economic Trends
35(1)
Summary
36(1)
Key Terms and Concepts
37(1)
Factual Review Questions
37(1)
Critical Thinking Activity
37(8)
Endnotes
45(2)
The Total Quality Approach to Quality Management
47(30)
What Is Quality?
47(3)
The Total Quality Approach Defined
50(4)
Key Elements of Total Quality
54(4)
Total Quality Pioneers
58(10)
Why Total Quality Efforts Succeed
68(1)
The Future of Quality Management
68(1)
Summary
69(1)
Key Terms and Concepts
70(1)
Factual Review Questions
70(1)
Critical Thinking Activity
71(4)
Endnotes
75(2)
Strategic Management: Planning and Execution
77(23)
What Is Strategic Management?
78(1)
Components of Strategic Management
78(1)
Strategic Planning Overview
79(1)
Conducting the SWOT Analysis
79(3)
Developing the Vision
82(2)
Developing the Mission
84(2)
Developing the Guiding Principles
86(1)
Developing Broad Strategic Objectives
87(4)
Developing Specific Tactics for Accomplishing the Broad Strategic Objectives
91(2)
Executing the Strategic Plan
93(3)
Revolutionary Thinking in Strategic Planning
96(1)
Summary
97(1)
Key Terms and Concepts
98(1)
Factual Review Questions
99(1)
Critical Thinking Activity
99(1)
Endnotes
99(1)
Quality Management and Ethics
100(26)
Ethics Defined
101(2)
Trust and Total Quality
103(3)
Values and Total Quality
106(1)
Integrity and Total Quality
107(1)
Responsibility and Total Quality
108(1)
Manager's Role in Ethics
109(2)
Organization's Role in Ethics
111(2)
Handling Ethical Dilemmas
113(1)
Ethics Training
114(1)
Models for Making Ethical Decisions
115(2)
Beliefs versus Behavior: Why the Disparity?
117(2)
Summary
119(1)
Key Terms and Concepts
120(1)
Factual Review Questions
121(1)
Critical Thinking Activity
121(4)
Endnotes
125(1)
Partnering for Competitiveness
126(26)
The Partnering Concept
126(7)
Internal Partnering
133(1)
Partnering with Suppliers
134(4)
Partnering with Customers
138(1)
Partnering with Potential Competitors
139(6)
Global Partnering
145(1)
Education and Business Partnerships
145(1)
Summary
146(1)
Key Terms and Concepts
147(1)
Factual Review Questions
147(1)
Critical Thinking Activity
147(4)
Endnotes
151(1)
Quality Culture
152(21)
Understanding What a Quality Culture Is
152(3)
Activating Cultural Change
155(1)
Changing Leaders to Activate Change
156(1)
Laying the Groundwork for a Quality Culture
157(1)
Learning What a Quality Culture Looks Like
158(1)
Countering Resistance to Cultural Change
158(5)
Establishing a Quality Culture
163(6)
Summary
169(1)
Key Terms and Concepts
170(1)
Factual Review Questions
170(1)
Critical Thinking Activity
170(2)
Endnotes
172(1)
Customer Satisfaction and Retention
173(25)
Understanding Who Is a Customer
174(1)
Understanding Customer-Defined Quality
174(3)
Identifying External Customer Needs
177(3)
Identifying Internal Customer Needs
180(1)
Communicating with Customers
181(1)
Instituting Quality Function Deployment
182(1)
Customer Satisfaction Process
183(1)
Customer-Defined Value
184(1)
Customer Value Analysis
185(1)
Customer Retention
186(3)
Establishing a Customer Focus
189(1)
Recognizing the Customer-Driven Organization
190(1)
Value Perception and Customer Loyalty
191(1)
Guaspari on Customer Satisfaction
192(1)
Summary
192(1)
Key Terms and Concepts
193(1)
Factual Review Questions
193(1)
Critical Thinking Activity
194(2)
Endnotes
196(2)
Employee Empowerment
198(42)
Employee Empowerment Defined
198(3)
Rationale for Empowerment
201(2)
Inhibitors of Empowerment
203(5)
Management's Role in Empowerment
208(1)
Implementing Empowerment
209(6)
Management's Role in Suggestion Systems
215(3)
Improving Suggestion Systems
218(7)
Evaluating Suggestions
225(2)
Handling Poor Suggestions
227(1)
Achieving Full Participation
228(3)
Beyond Empowerment to Enlistment
231(1)
Summary
232(1)
Key Terms and Concepts
233(1)
Factual Review Questions
234(1)
Critical Thinking Activity
234(4)
Endnotes
238(2)
Leadership and Change
240(34)
Leadership Defined
241(5)
Leadership for Quality
246(3)
Leadership Skills: Inherited or Learned?
249(1)
Leadership, Motivation, and Inspiration
249(2)
Leadership Styles
251(2)
Leadership Style in a Total Quality Setting
253(1)
Building and Maintaining a Following
253(4)
Leadership versus Management
257(1)
Leadership and Ethics
258(1)
Leadership and Change
259(1)
Employees and Managers on Change
260(1)
Restructuring and Change
261(2)
How to Lead Change
263(5)
Summary
268(1)
Key Terms and Concepts
269(1)
Factual Review Questions
270(1)
Critical Thinking Activity
270(2)
Endnotes
272(2)
Team Building and Teamwork
274(32)
Overview of Team Building and Teamwork
274(7)
Building Teams and Making Them Work
281(4)
Four-Step Approach to Team Building
285(5)
Character Traits and Teamwork
290(2)
Teams Are Not Bossed---They Are Coached
292(3)
Handling Conflict in Teams
295(3)
Structural Inhibitors of Teamwork
298(1)
Rewarding Team and Individual Performance
299(2)
Recognizing Teamwork and Team Players
301(1)
Summary
302(1)
Key Terms and Concepts
303(1)
Factual Review Questions
303(1)
Critical Thinking Activity
304(1)
Endnotes
304(2)
Communication and Interpersonal Relations
306(36)
Defining Communication
307(3)
Understanding the Role of Communication in Total Quality
310(1)
Understanding Communication as a Process
311(1)
Recognizing Inhibitors of Communication
312(2)
Establishing a Conducive Communication Climate
314(1)
Communicating by Listening
315(8)
Understanding Nonverbal Communication Factors
323(2)
Communicating Verbally
325(2)
Communicating in Writing
327(4)
Communicating Corrective Feedback
331(1)
Improving Communication
332(2)
Developing Interpersonal Skills
334(4)
Summary
338(1)
Key Terms and Concepts
339(1)
Factual Review Questions
339(1)
Critical Thinking Activity
340(1)
Endnotes
341(1)
Education and Training
342(56)
Overview of Education, Training, and Learning
342(8)
Rationale for Training
350(6)
Training Needs Assessment
356(2)
Providing Training
358(5)
Evaluating Training
363(1)
Managers as Trainers and Trainees
364(10)
Workforce Literacy
374(2)
Improving Learning
376(2)
Why Training Sometimes Fails
378(2)
Quality Training Curriculum
380(2)
Orientation Training
382(2)
Customer Training
384(1)
Ethics Training
385(2)
Summary
387(2)
Key Terms and Concepts
389(1)
Factual Review Questions
389(1)
Critical Thinking Activity
390(5)
Endnotes
395(3)
Overcoming Politics, Negativity, and Conflict in the Workplace
398(43)
Internal Politics Defined
399(2)
Power and Politics
401(1)
Organizational Structure and Internal Politics
402(4)
Internal Politics in Action
406(4)
Internal Politicians and Their Methods
410(6)
Impact of Internal Politics on Quality
416(2)
Controlling Internal Politics in Organizations
418(9)
Overcoming Negativity in Organizations
427(2)
Overcoming Territorial Behavior in Organizations
429(2)
Managing Conflict in Organizations
431(5)
Summary
436(1)
Key Terms and Concepts
437(1)
Factual Review Questions
437(1)
Critical Thinking Activity
438(1)
Endnotes
439(2)
ISO 9000 and Total Quality: The Relationship
441(12)
ISO 9000: What It Is
441(2)
The ISO 9000 Quality System: A Definition
443(1)
Comparative Scope of ISO 9000 and Total Quality
443(4)
The Origin of ISO 9000
447(1)
Aims of ISO 9000 and Total Quality
448(1)
Management Motivation for Registration to ISO 9000
448(1)
Compatibility of ISO 9000 and Total Quality
449(1)
Movement from ISO 9000 to Total Quality and Vice Versa
449(1)
ISO 9000 as an Entry in Total Quality
450(1)
Summary
451(1)
Key Terms and Concepts
452(1)
Factual Review Questions
452(1)
Critical Thinking Activity
452(1)
Endnotes
452(1)
PART TWO Tools and Techniques 453(304)
Overview of Total Quality Tools
454(49)
Total Quality Tools Defined
455(1)
The Pareto Chart
455(4)
Cause-and-Effect Diagrams
459(5)
Check Sheets
464(5)
Histograms
469(9)
Scatter Diagrams
478(3)
Run Charts and Control Charts
481(3)
Stratification
484(4)
Some Other Tools Introduced
488(5)
Management's Role in Tool Deployment
493(3)
Summary
496(1)
Key Terms and Concepts
497(1)
Factual Review Questions
497(1)
Critical Thinking Activities
498(4)
Endnotes
502(1)
Problem Solving and Decision Making
503(31)
Problem Solving for Total Quality
504(1)
Solving and Preventing Problems
505(10)
Problem-Solving and Decision-Making Tools
515(1)
Decision Making for Total Quality
515(2)
The Decision-Making Process
517(2)
Objective versus Subjective Decision Making
519(2)
Scientific Decision Making and Problem Solving
521(2)
Employee Involvement in Decision Making
523(1)
Role of Information in Decision Making
524(2)
Using Management Information Systems (MIS)
526(1)
Creativity in Decision Making
527(2)
Summary
529(1)
Key Terms and Concepts
530(1)
Factual Review Questions
530(1)
Critical Thinking Activity
531(2)
Endnotes
533(1)
Quality Function Deployment (QFD)
534(22)
What Is QFD?
534(4)
Benefits of QFD
538(2)
Customer Information: Feedback and Input
540(4)
QFD Tools
544(7)
Implementing QFD
551(2)
Summary
553(1)
Key Terms and Concepts
554(1)
Factual Review Questions
554(1)
Critical Thinking Activity
554(1)
Endnotes
555(1)
Optimizing and Controlling Processes through Statistical Process Control (SPC)
556(48)
Statistical Process Control Defined
557(1)
Rationale for SPC
558(6)
Control Chart Development
564(14)
Management's Role in SPC
578(4)
Role of the Total Quality Tools
582(1)
Authority over Processes and Production
582(2)
Implementation and Deployment of SPC
584(7)
Inhibitors of SPC
591(4)
Summary
595(1)
Key Terms and Concepts
595(1)
Factual Review Questions
596(1)
Critical Thinking Activity
596(7)
Endnotes
603(1)
Continuous Improvement
604(33)
Rationale for Continuous Improvement
604(1)
Management's Role in Continuous Improvement
605(1)
Essential Improvement Activities
606(1)
Structure for Quality Improvement
607(1)
The Scientific Approach
608(3)
Identification of Improvement Needs
611(1)
Development of Improvement Plans
612(1)
Common Improvement Strategies
613(3)
Additional Improvement Strategies
616(4)
The Kaizen Approach
620(5)
Goldratt's Theory of Constraints
625(2)
The CEDAC Approach27
627(5)
Summary
632(1)
Key Terms and Concepts
633(1)
Factual Review Questions
634(1)
Critical Thinking Activity
634(1)
Endnotes
635(2)
Benchmarking
637(26)
Benchmarking Defined
638(4)
Rationale for Benchmarking
642(1)
Benchmarking Approach and Process
642(5)
Benchmarking versus Reengineering
647(3)
Role of Management in Benchmarking
650(1)
Prerequisites of Benchmarking
651(2)
Obstacles to Successful Benchmarking
653(2)
Benchmarking Resources
655(1)
Selection of Processes/Functions to Benchmark
656(1)
Acting on the Benchmark Data
656(1)
Perpetual Benchmarking
657(1)
Summary
657(1)
Key Terms and Concepts
658(1)
Factual Review Questions
658(1)
Critical Thinking Activity
658(4)
Endnote
662(1)
Just-in-Time Manufacturing (JIT)
663(50)
Just-in-Time Defined
663(3)
Rationale for JIT
666(3)
Development of Just-in-Time
669(6)
Relationship of JIT to Total Quality and World-Class Manufacturing
675(2)
Benefits of JIT
677(12)
Requirements of JIT
689(19)
Automation and JIT
708(1)
Summary
709(1)
Key Terms and Concepts
709(1)
Factual Review Questions
710(1)
Critical Thinking Activities
711(1)
Endnotes
711(2)
Implementing Total Quality Management
713(44)
Rationale for Change
714(3)
Requirements for Implementation
717(11)
Role of Top Management: Leadership
728(3)
Role of Middle Management
731(1)
Viewpoints of Those Involved
732(1)
Implementation Variation among Organizations
733(4)
Implementation Approaches---Good and Bad
737(3)
Implementation Phases to Be Considered
740(5)
Getting On with It
745(1)
What to Do in the Absence of Commitment from the Top
745(2)
Implementation Strategies: ISO 9000 and Baldrige
747(3)
Summary
750(1)
Key Terms and Concepts
751(2)
Factual Review Questions
753(1)
Critical Thinking Activity
753(2)
Endnotes
755(2)
Appendix Manufacturing Networks in the United States 757(5)
Index 762


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