Total Quality in Marketing

Front Cover
Total Quality in Marketing integrates the two areas of marketing and quality management and demonstrates how they are mutually compatible and complementary. Its primary focus is to assist managers in applying total quality principles to the overall marketing management process-preparing for a more highly competitive marketplace. Practical guidelines and processes are offered on how quality initiatives impact planning, organization, implementation, and quality control.

This unique and valuable book presents a systems approach to quality-how to operationalize in the context of both the management and marketing cycles. It demonstrates how to establish effective team-based practices as well as describes the pitfalls of quality programs that are introduced as stand-alone programs without any linkage to overall strategy.
This useful new book serves as a teaching tool and comprehensive reference source for integrating total quality. Case studies, exercises and chapter profiles also provide excellent support materials.
 

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NCPM1305 Customer Value Group presentation

Contents

Overview of Total Quality
27
History of Total Quality
36
Abstracts
59
House of Quality
75
Systems and Total Quality
84
Exercise
91
Boeing
103
Leadership
110
Using TQM to Compete Globally
147
Opportunities and Issues Analysis
156
Contingency Plans
163
Abstracts
170
Working in Teams
177
Implementing SelfDirected Teams
185
Abstracts
195
Implementing Total Quality in Marketing 703
203

Transforming the Organization
116
The Deming Management Method
123
Total Quality in Marketing Requires Vision
133
Discussion Questions
140
Adopting Quality Standards
233
Glossary
261
Index
271
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