The Quality Yearbook 2002
This is an annual publication, designed as an anthology and reference, to keep the people interested in implementing quality management up-to-date with thoughts and ideas in the field. The book includes a selection of articles and chapters from several different current books and periodicals. The goal is to expose readers to a wide sampling of the best and most recent materials on the quality perspective to managing and references for learning more and doing more in this area.
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The Quality Management Maturity Grid
QualityWhy Do Organisations Still Continue to Get
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areas Arthur Andersen auditing Balanced Scorecard Baldrige Bell Atlantic benchmarking best practices business processes certification commitment communication company's competitive consultants corporate costs create Customer Relationship Management customer satisfaction customer service document e-mail Edwards Deming empowerment Engineering example executives expectations focus focused frontline employees functions goals Harley-Davidson Honeywell International identify impact implementation important individual industry International inventory issues Journal knowledge management leaders leadership development learning loyalty manufacturing measures ment operations organization organizational percent performance planning portal problems process improvement Published QCert quality management relationship marketing relationships requires responsibility says service quality share Six Sigma social capital solutions standards strategy Subscriptions successful suppliers tion tomer Total Quality Management Toyota Production System understanding users