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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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.

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Summers, Donna C.
Published by Prentice Hall
ISBN 10: 0136087426 ISBN 13: 9780136087427
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