Quality management (6^th Ed.)

This book features a straightforward, practical look at applying the theories and principles of total quality in the real world. Current and comprehensive, it covers every aspect of total quality -- including several that receive little or no attention in other total quality books — helping professionals understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness. The sixth edition has been updated to include coverage of Lean and Lean Six Sigma. Key topics covered include global competitiveness, strategic management, ethics and corporate social responsibility, partnering and strategic alliances, quality culture, customer satisfaction and retention, employee empowerment, leadership, teamwork, communication, education and training, overcoming negativity, the ISO 9000 quality management system, tools and techniques, and implementing total quality management.

Part I Philosophy and Concepts

Chapter 1: The Total Quality Approach to Quality Management

Chapter 2: Quality and Global Competitiveness

Chapter 3: Strategic Management: Planning and Execution for Competitive Advantage

Chapter 4: Quality Management, Ethics, and Corporate Social Responsibility

Chapter 5: Partnering and Strategic Alliances

Chapter 6: Quality Culture: Changing Hearts, Minds, and Attitudes

Chapter 7: Customer Satisfaction, Retention, and Loyalty

Chapter 8: Employee Empowerment

Chapter 9: Leadership and Change

Chapter 10: Team Building and Teamwork

Chapter 11: Effective Communication

Chapter 12: Education and Training

Chapter 13: Overcoming Politics, Negativity, and Conflict in the Workplace

Chapter 14: ISO 9000 and Total Quality: The Relationship

Part II Tools and Techniques

Chapter 15: Overview of Total Quality Tools

Chapter 16: Problem Solving and Decision Making

Chapter 17: Quality Function Deployment (QFD)

Chapter 18: Optimizing and Controlling Processes Through Statistical Process Control (SPC)

Chapter 19: Continual Improvement Methods with Six Sigma, Lean, and Lean Six Sigma

Chapter 20: Benchmarking

Chapter 21: Just-in-Time Manufacturing (JIT)

Chapter 22: Implementing Total Quality Management