Total Quality: Management, Organization and Strategy
Total 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.
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Introduction to Total Quality
Introduction to Total Quality in Organizations
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achieve action plans agency theory applied approach AT&T Baldrige Award Baldrige National Quality company's competitive advantage continuous improvement cost create creative cross-functional cross-functional teams culture customer needs customer satisfaction customer service customer-supplier cycle Deming Deming Prize Deming's discussed Edwards Deming employees empowerment ensure environment evaluation example firms focus focused functional Gerber goals Gold Star Chili House of Quality human resource identify implementation important industry innovation internal customers Juran kaizen leaders leadership learning levels manufacturing measures meet ment operations organization organization's organizational percent performance poka-yoke practices principles problems products and services quality improvement quality management Quality Progress reduce relationships responsibility Ritz-Carlton Hotel Company Six Sigma Solectron standards statistical process control strategic planning strategy structure suppliers teams teamwork tion tomer total quality Total Quality Management understand workers