Pub. Date:
Taylor & Francis
Total Quality in Marketing / Edition 1

Total Quality in Marketing / Edition 1

by William C. Johnson
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  • Product Details

    ISBN-13: 2901884015136
    Publisher: Taylor & Francis
    Publication date: 08/01/1995
    Series: Total Quality Series
    Edition description: New Edition
    Pages: 294
    Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

    Table of Contents

    Table of
    1. Why Total Quality in Marketing
    The Competitiveness Problem
    Quality Pays
    What Is Quality
    What Is Marketing's Role
    Profile: Eastman Chemical
    2. Overview of Total Quality
    What Is Total Quality
    Total Quality as a System
    History of Total Quality
    Misconceptions/Contradictions Regarding TQM
    Is TQM Successful?
    Common Principles for TQM Success
    Why TQM Efforts Fail
    Profile: Maytag
    3. House of Quality
    Profile: Boeing
    Foundation and Cornerstones
    Vision, Goals, and Objectives
    Strategy Management
    Process Management
    Project Management
    Individual Task Management
    The Pillars of Quality
    Customer Satisfaction
    Continuous Improvement
    Speak with Facts
    Respect for People
    The Roof-Systems and Total Quality
    The Social System
    The Technical System
    The Management System
    4. The Management Cycle
    What Does It Take to Be an Effective Manager?
    Transforming the Organization
    Exercise: Questions Leaders Might Hear from Subordinates
    Profile: The Deming Management Method
    Exercise: Deming Management Audit System
    5. Total Quality in Marketing Requires Vision
    Vision vs. Mission
    Does Vision Support TQM
    6. Strategy: Using TQM to Compete Globally
    Marketing Plan Development
    Internal Forces of Competition
    Case: Ethyl Corporation/Tredegar Division
    7. Working in Teams
    What Are Self-Directed Teams
    Why Teams
    Key Factors in Establishing Teams
    Team Implementation
    Monitoring the Progress
    Profile: Sales-Led Customer Teams
    Case: Flying Fox-A Manager's Tale
    8. Implementing Total Quality in Marketing
    Profile: Motorola
    Reengineering vs Continuous
    Process Improvement Tools
    Total Quality and Product Development
    Keys to Successful Total Quality Implementation in Marketing
    Profile: The Many Faces of Empowerment (The Salesperson)
    Exercise: Flowcharting
    Exercise: Quality Audit
    Case: Rubbermaid
    9. Adopting Quality Standards
    Baldrige Award Criteria
    The Deming Prize
    ISO 9000 Standard of Quality
    Why Is ISO 9000 Important
    Understanding and Implementing ISO 9000
    Quality Standards Compared and Their Marketing Value

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