This book has three objectives: To familiarize students with the basic principles and methods associated with total quality and performance excellence; To show students how these principles and methods have been put into effect in a variety of organizations; and To illustrate the relationship between basic principles and the popular theories and models studied in management courses.
James R. Evans is professor in the Department of Operations, Business Analytics, and Information Systems in the Lindner College of Business at the University of Cincinnati. His service includes president of the Decision Sciences Institute 1997-1998 and 11 years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been Editor of the Quality Management Journal, published by the American Society for Quality, and served on editorial boards of numerous other journals. Dr. Evans has published more than 90 refereed papers and more than 30 editions of books. During the annual Quality Congress in May 2004, The American Society for Quality presented Dr. Evans and co-author Bill Lindsay with the Philip B. Crosby Medal for writing THE MANAGEMENT AND CONTROL OF QUALITY, 6E. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods, and techniques of quality management."
Preface. PART 1: FOUNDATIONS OF QUALITY AND PERFORMANCE EXCELLENCE. 1. Introduction to Quality and Performance Excellence. 2. Frameworks for Organizational Quality. 3. Performance Excellence, Competitive Advantage, and Strategic Management. PART 2: PERFORMANCE EXCELLENCE AND ORGANIZATION THEORY. 4. Quality in Customer-Supplier Relationships. 5 . Designing Organizations for Performance Excellence. 6 . Designing, Controlling, and Improving Organizational Processes. 7 .Tools and Techniques for Performance Excellence. PART 3: PERFORMANCE EXCELLENCE AND ORGANIZATIONAL BEHAVIOR. 8. Quality Teamwork. 9 . Engagement, Empowerment, and Motivation. PART 4: LEADERSHIP AND IMPLEMENTATION. 10. Leadership for Performance Excellence. 11. Performance Excellence and Organizational Change.