Total Quality Management: Strategies and Techniques Proven at Today's Most Successful Companies / Edition 2by Stephen George, Arnold Weimerskirch
Pub. Date: 03/03/1998
To understand and profit from Total Quality Management, companies must pay particular attention to the first word in the phrase-total. The spectacular rewards enjoyed by top companies like 3M, FedEx, and Ben & Jerry's were earned through a total commitment to achieving superior quality and customer satisfaction across all company functions and processes. Total… See more details below
To understand and profit from Total Quality Management, companies must pay particular attention to the first word in the phrase-total. The spectacular rewards enjoyed by top companies like 3M, FedEx, and Ben & Jerry's were earned through a total commitment to achieving superior quality and customer satisfaction across all company functions and processes. Total Quality Management, Second Edition gives you a completely up-to-date look at how 51 of the world's most successful companies put the total into TQM. Each of these companies, including 13 new additions and 23 Baldrige Award winners, is cited as a benchmark performer in a particular business function. Their examples help you set your sights on specific goals and learn a variety of ways to go about achieving each goal. Each chapter features the best practices of one manufacturing company, one service company, and one small business. Following the examples set by these overachievers, you'll discover how to:
• Lead the transition from traditional management to management by quality
• Identify customer needs and use that knowledge to drive the organization
• Integrate strategic quality and business planning into a single strategic process
• Communicate customer and company requirements throughout your organization
• Recognize and reward employee efforts and promote improved quality
• Establish uniform measurement systems and manage by fact, not fiction
• Borrow shamelessly from industry leaders to encourage breakthrough thinking
• Build strengths and eliminate weaknesses through an annual assessment process
Supplemented with an updated list of resources and a contact list for all profiled companies, Total Quality Management, Second Edition shows you how to lead your organization straight to the cutting edge of quality and keep it there. The Portable MBA Series The Portable MBA, with over 165,000 copies sold, continues to provide instant "MBA literacy" to managers, professionals, and business owners. Now, with The Portable MBA Series, Wiley takes this idea one step further by providing readers with a continuing business education. Titles provide comprehensive coverage of the primary business functions taught in MBA programs, as well as focused coverage of today's vital business topics. Series Titles: Core Curriculum The Portable MBA, Third Edition The Portable MBA in Marketing The Portable MBA in Finance and Accounting, Second Edition The Portable MBA in Management The Portable MBA in Entrepreneurship, Second Edition The Portable MBA in Entrepreneurship Case Studies The Portable MBA in Investment The Portable MBA in Strategy The Portable MBA in Economics Vital Business Topics Real-Time Strategy New Product Development Total Quality Management Psychology for Leaders Market-Driven Management Also Available The Portable MBA Desk Reference
Table of Contents
The New Management Model.
Reward and Recognition.
Design of Products and Services.
Data Collection and Analysis.
Corporate Responsibility and Citizenship.
Crossing the River: The Transition to the New Management Model.
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