Quality Management: Creating and Sustaining Organizational Effectiveness

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9780136087427: Quality Management: Creating and Sustaining Organizational Effectiveness

Quality Management: Creating and Sustaining Organizational Effectiveness, Second Edition explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. New or updated chapters on lean, Six Sigma, ISO 9000, and supply chain management cover the latest areas that are critical to companies competing in today's global environment. Designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, this text is based on key quality initiatives, including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.

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From the Back Cover:

In a kaleidoscope, bits of glass are shown in ever-changing symmetrical patterns caused by their reflection from two or more mirrors. Saving the patterns is impossible because any movement disrupts the pattern and forms a new one. Running a business is a bit like a kaleidoscope. Decisions are made, strategies are defined and deployed, and patterns are set. Then something moves the entire system and the process must begin all over again. In an ever-changing world, quality management and its philosophies, tools, and techniques help organization manage their business effectively.


The second edition includes the following chapters:

  • Supply Chain Management
  • Lean Principles
  • Benchmarking 

Significant new material focuses on the following:

  • Customers
  • Value Chains
  • Process Improvement
  • Ethics in Business
  • Lean Management
  • Supply Chain Management 

A special feature in each chapter, How do we know it’s working?, provides insights into a real organization’s pursuit of excellence.

About the Author:

Dr. Donna Summers received a Bachelors of Science degree in Mechanical Engineering at the University of Cincinnati in 1982;  A Masters of Industrial Engineering at Purdue University in 1984.  A PhD in Industrial Engineering at the University of Cincinnati in 1990.  She has been teaching at the University of Dayton since 1984.  She has authored three books in the subject areas of Quality Assurance: Quality 5e; Quality Management 2e and Six Sigma.  She is known for emphasizing practical application of Industrial Engineering tools and techniques.

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Summers, Donna C.
Published by Prentice Hall
ISBN 10: 0136087426 ISBN 13: 9780136087427
New PAPERBACK Quantity Available: 1
International Edition
Easy Textbook
(Kuala Lumpur, Malaysia)

Book Description Prentice Hall. PAPERBACK. Book Condition: New. 0136087426 Brand new book. International Edition. Ship from multiple locations. 3-5 business days Express Delivery to USA/UK/Europe/Asia/Worldwide. Tracking number will be provided. Satisfaction guaranteed. Bookseller Inventory # SKU002639

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