Total Quality: Management, Organization and StrategyTotal Quality Management presents the basic principles and tools associated with TQ and provides many illustrations and end-of-chapter cases that can be used as the basis for class discussion. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific. Unlike most books on TQ, this one is organized according to traditional management topics. This organization helps students to see the parallels between TQ and management theories in areas such as organizational design and leadership. TQ is often presented as new or different, which it clearly is not. This book has three objectives: to show students how these principles and methods have been put into effect in a variety of organizations, to illustrate the relationship between TQ principles and the theories and models studied in management courses and to familiarize students with the basic principles and methods associated with total quality. |
Common terms and phrases
achieve action plans approach AT&T Baldrige Award behavior company's competitive advantage continuous improvement cost create creative cross-functional cross-functional teams culture customer needs customer satisfaction customer service cycle Deming Deming Prize discussed Edwards Deming effective efforts employees empowered empowerment ensure environment evaluation example firms focus focused functional goals Gold Star Chili House of Quality human resource identify implementation important industry innovation internal customers Juran kaizen leaders leadership learning levels Malcolm Baldrige manufacturing measures meet ment Motorola operations organization organization's organizational percent performance poka-yoke practices principles problems products and services quality improvement quality management Quality Progress relationships requirements responsibility Ritz-Carlton Hotel Company role Six Sigma Solectron standards statistical process control strategic planning strategy structure suppliers Tampopo teamwork tion tomer total quality Total Quality Management vision workers