Total Quality Management: Text, Cases, and Readings, Third Edition

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CRC Press, Jun 25, 1999 - Business & Economics - 568 pages
7 Reviews
Acclaimed and used in over 200 colleges and universities around the country, Total Quality Management: Text, Cases and Readings has been completely revised and expanded to meet the growing demands and awareness for quality products and services in the competing domestic and global marketplaces.

Since the publication of the first and second editions of this book, interest in and acceptance of TQM has continued to accelerate around the world. This edition has been thoroughly revised, updated and expanded. Some of the changes are:

  • A new chapter on the emerging Theory of Constraints
  • Expanded treatment of Process Management
  • Eleven new readings
  • Ten new cases
  • Chapter examples of TQM at 12 Baldrige winning organizations
  • End of chapter recommendations for further reading
  • Revised and updated textual material

  • The Varifilm case is retained as a comprehensive study that illustrates good and not so good practices. Each chapter contains an exercise which provides the reader with an opportunity to apply TQM principles to the practices illustrated in each case.

    Based on sound principles, this practical book is an excellent text for organizational development programs aimed at practitioners responsible for developing and implementing TQM programs in their own service or manufacturing organizations.
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    Contents

    Introduction to Total Quality Management
    1
    Accelerating Use of TQM
    10
    Questions for Discussion
    23
    Case Lessons from the Best
    29
    Reading From the Classroom to the Boardroom
    36
    For Further Reading
    42
    Culture
    50
    Questions for Discussion
    56
    Example Process Management at MLCC
    203
    Reading Reducing VariabilityKey to Continuous Quality
    210
    Exercise Process Quality at Varifilm
    219
    Process vs Customer
    225
    Handling Service Complaints
    232
    Benchmarking
    257
    Organizing for Total Quality Management
    287
    Example Organizing with Teams at Eastman Chemical Company
    312

    Reading If Its Tuesday It Must Be ISO 9000
    64
    Organizational Linkages
    77
    Exercise Information Systems and Analysis at Varifilm
    94
    Definition of Quality
    107
    Reading Quality and the Role of Strategy
    122
    A Central Idea of Human Resource Utilization
    135
    Endnotes
    145
    Reading Plugging into the Power of Leadership Teams
    153
    For Further Reading
    160
    Product Inspection vs Process Control
    166
    Problem Analysis
    172
    Manufacturing to Specification vs Manufacturing
    186
    JustinTime
    194
    Reading Organizing by Process
    320
    Universal Standards of Quality
    395
    Theory of Constraints
    431
    Varifilm Case Study
    467
    0 Information and Analysis
    477
    0 Strategic Quality Planning
    486
    0 Human Resource Development and Management
    492
    0 Management of Process Quality
    505
    0 Quality and Operational Results
    515
    0 Customer Focus and Satisfaction
    519
    QualityRelated Information on the Internet
    535
    Index
    539
    Copyright

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