Total Quality Management: Three Steps to Continuous Improvement
"Total Quality Management: Three Steps to Continuous Improvement" lets you learn how to move beyond the 'buzzwords' of quality to capture the competitive advantage that quality improvement experts always promise but rarely deliver.... In this comprehensive book, authors Tenner and DeToro bring you proven, successful service quality improvement techniques used at leading companies worldwide.
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History of Quality
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achieved analysis application approach Baldrige benchmarking build Chapter concepts continuous improvement costs criteria customer satisfaction customer's defined delivered delivery Deming Prize designed developed dimension Edwards Deming employees evaluation example expectations Figure focus Ford Motor Company Fuji Xerox goals identified impact Imperial Oil implement improvement process individuals internal involved Japanese Juran key processes leaders leadership levels of measures manufacturing measures ment needs nonmanufacturing objective offers operations organization outcome output participation percent performance Philip Crosby problems process capability index process improvement process management product or service products and services programs quality characteristics Quality Function Deployment quality improvement recognize responsibility road map role root causes senior managers service quality Shewhart six-step skills specific step strategy success suppliers Table task teamwork techniques tion tomers total quality management understanding users vision Xerox Xerox Corporation