Quality Management: Introduction to Total Quality Management for Production, Processing, and Services
- Fourth edition
- Upper Saddle New Jersey: Prentice Hall, 2003
- 858p,illust,24cm
PART ONE: PHILOSOPHY AND CONCEPTS Chapter 1:The Total Quality Approach to Quality Management Chapter 2:Qualtiy and Global Competitiveness Chapter 3:Strategic Management Planning and Execution Chapter 4:Quality Management and Ethics Chapter 5:Partering and Strategic Alliances Chapter 6:Quality Culture Chapter 7:Customer Satisfaction and Retention Chapter 8:Employee Empowerment Chapter 9: Leadership and Change Chapter 10: Team Building and Teamwork Chapter 11:Communication and Interpersonal Relations Chapter 12:Education and Training Chapter 13:Overcoming Politics,Negativity, and Conflict in the Workplace Chapter 14:ISO 9000 and Total Quallity the Relationship PART TWO: TOOLS AND TECHNIQUES Chapter 15:Overview of Total Quality Tools Chapter 16:Problem Solving and Decision Making Chapter 17:Quality Function Deployment (QFD) Chapter 18:Optimazing and Controling Processes Throught Statistical Process Control (SPC) Chapter 19:Continual Improvement Chapter 20: Benchmarking Chapter 21:Just-in-Time Manufacturing (JIT) Chapter 22:Implementing Total Quality Management