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The emphasis of Quality is pervading every facet of business, and managers are required to know and apply TQM principles. This book explores the strategic role of quality global competition, the roles of management in attaining quality excellence, the structures and systems needed to support a total quality strategy, and the main statistical and analytical tools for achieving quality improvement and control.
Quality as a Strategy.
What Is TQM?
The Baldrige Award.
Measures of Quality Product and Quality Process: The TraditionalApproach.
Measures of Quality Product and Quality Process: The EmergingCost-of-Quality Model.
Continuous Improvement: Basic Tools.
Continuous Improvement: Statistical Process Control.
Continuous Improvement: Some Advanced Tools.
Customer Measurement I: Traditional Multi-Attribute Methods.
Customer Measurement II: Quality Function Deployment.
Initiating TQM: Managing Change.
Employee Practices in Total Quality Management Organizations.
TQM and the Product Development Process.
Reengineering and TQM: The Role of Information Technology.
Landmarks on the TQM Road.