Total Quality: Management, Organization, and Strategy
Not long ago total quality was just a buzzword. Today, Total Quality is an integral component of management success in today's complex business environment. This text presents an overview of the key principles of total quality and links those concepts to traditional management practices and organizational models in management theory. This book has three objectives: 1) to familiarize readers with the basic principles and methods associated with total quality management; 2) to show readers how these principles and methods have been put into effect in a variety of organizations; and, 3) to illustrate the relationship between total quality principles and the theories and models studied in management courses.
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Introduction to Total Quality
Quality in CustomerSupplier Relationships
Designing Organizations for Quality
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achieve approach AT&T Baldrige Award Baldrige National Quality behavior benchmarking cause-and-effect diagrams company's competitive advantage continuous improvement cost create creative cross-functional cross-functional teams culture customer needs customer satisfaction Deming Deming Prize Deming's Edwards Deming effective employees empowered empowerment example firms focus focused functional goals House of Quality identify implementation important improve quality industry innovation internal customers involved Jack Welch Juran leaders leadership learning levels manufacturing measures meet ment operations organization organization's organizational percent performance poka-yoke practices principles problems products and services quality function deployment quality improvement Quality Management Quality Progress relationships requirements responsibility Review Ritz-Carlton Hotel Company role Six Sigma Solectron specific Strategic Planning strategy structure suppliers Tampopo teamwork theory tion tomer top management total quality Total Quality Management understand vision workers Xerox