Quality Management for Organizational Excellence : Introduction to Total Quality

by Goetsch, David L.; Davis, Stanley

• ISBN13: 9780135019672
• ISBN10: 0135019672
• Edition: 6th
• Format: Hardcover
• Copyright: 2008-12-30
• Publisher: Prentice Hall

Summary

This book features a straightforward, practical look at applying the theories and principles of total quality in the real world. Current and comprehensive, it covers every aspect of total quality -- including several that receive little or no attention in other total quality books helping professionals understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness. The sixth edition has been updated to include coverage of Lean and Lean Six Sigma. Key topics covered include global competitiveness; strategic management; ethics and corporate social responsibility; partnering and strategic alliances; quality culture; customer satisfaction and retention; employee empowerment; leadership; teamwork; communication; education and training; overcoming negativity; the ISO 9000 quality management system; tools and techniques; and implementing total quality management. An excellent handbook for quality managers, directors of quality control, and vice-presidents of quality management.

Table of Contents

Philosophy and Concepts

The Total Quality Approach to Quality Management

Quality and Global Competitiveness

Strategic Management: Planning and Execution for Competitive Advantage

Quality Management, Ethics, and Corporate Social Responsibility

Partnering and Strategic Alliances

Quality Culture: Changing Hearts, Minds, and Attitudes

Customer Satisfaction, Retention, and Loyalty

Employee Empowerment

Leadership and Change

Team Building and Teamwork

Effective Communication

Education and Training

Overcoming Politics, Negativity, and Conflict in the Workplace

ISO 9000 and Total Quality: The Relationship

Tools and Techniques

Overview of Total Quality Tools

Problem Solving and Decision Making

Quality Function Deployment (QFD)

Optimizing and Controlling Processes Through Statistical Process Control (SPC)

Continual Improvement Methods with Six Sigma, Lean, and Lean Six Sigma

Benchmarking

Just-in-Time Manufacturing (JIT)

Implementing Total Quality Management

Table of Contents provided by Publisher. All Rights Reserved.