Implementing Total Quality

by Goetsch, David L.; Davis, Stanley

• ISBN13: 9780023442247
• ISBN10: 0023442247
• Edition: 1st
• Format: Paperback
• Copyright: 1995-02-27
• Publisher: Prentice Hall

Summary

The Total Quality concept as a way to continually improve competitiveness began to gain wide acceptance in the United States in the late 1980s and early 1990s. However, individual elements of the concept, such as the use of statistical data, teamwork, and employee involvement, have been used by visionary organizations for years.

Table of Contents

Introduction: Overview of Total Quality.

 1. Gain the Commitment of Top Management.

 2. Create the Total Quality Steering Committee.

 3. Build the Steering Committee Team.

 4. Train the Steering Committee in the Fundamentals of Total Quality.

 5. Develop the Vision Statement and Guiding Principles.

 6. Set Broad Objectives.

 7. Publicize and Communicate.

 8. Identify Strengths and Weaknesses.

 9. Identify Advocates and Resisters.

10. Establish a Baseline for Employee Attitudes and Satisfaction.

11. Baseline Customer Satisfaction.

12. Plan the Implementation Approach.

13. Identify Projects.

14. Team Composition.

15. Team Training.

16. Team Activation and Direction.

17. Feedback to Steering Committee.

18. Obtain/Analyze Customer Feedback.

19. Obtain/Analyze Employee Feedback.

20. Modify Infrastructure as Necessary.

Index.