Quality Management for Organizational Excellence: Introduction to Total Quality: International Edition

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9780138003548: Quality Management for Organizational Excellence: Introduction to Total Quality: International Edition

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.

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From the Back Cover:

Quality Management: Introduction to Total Quality Management for Production, Processing, and Services provides comprehensive coverage of the information students and practitioners need in order to be well-informed managers, technologists, engineers, supervisors, and employees in today's quality-oriented workplace. Customers demand quality and affordability in the products and services they need. Their demands, coupled with the globalization phenomenon, have made today's marketplace intensely competitive. Consequently, in order to survive and prosper in this environment, organizations must continually improve the quality of their products, services, processes, and people. All of the fundamental quality concepts are covered at length. In addition, special attention is given to the following critical topics:

  • Leadership and change
  • Strategic planning and execution of strategic plans
  • Quality, productivity, and competitiveness
  • Establishing a quality culture
  • Customer satisfaction and retention
  • Employee involvement and empowerment
  • Teamwork and team-building
  • Eliminating office politics, negativity, and territorial behavior
  • Conflict management and resolution
  • Quality tools
  • Continuous improvement
  • Benchmarkin
  • Just-in-Time (JIT)
  • Statistical Process Control (SPC)
  • Quality Function Deployment (QFD)
  • Six Sigma Quality
  • Lessons from distinguished leaders

About the Author:

David L. Goetsch is provost of the joint campus of the University of West Florida and Okaloosa-Walton Community College in Fort Walton Beach, Florida, where he also serves as professor of quality and safety management. He also administers Florida's Center for Manufacturing Competitiveness that is located on this campus and is president of The Management Institute, a private company dedicated to the continual improvement of quality, productivity, and competitiveness. Dr. Goetsch is cofounder of The Quality Institute, a partnership of the University of West Florida, Okaloosa-Walton Community College, and the Okaloosa Economic Development Council. He currently serves on the executive board of the Institute.

Stanley B. Davis was a manufacturing executive with Harris Corporation until his retirement in 1991. He was founding managing director of The Quality Institute and is a well-known expert in the areas of implementing total quality, statistical process control, just-in-time manufacturing, benchmarking, ISO 9000, and ISO 14000. He currently serves as professor of quality at the Institute and heads his own firm, Stan Davis Consulting.

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