Authors: D. Besterfield, C. Besterfield-Michna, G. Besterfield
ISBN-13: 9780130993069, ISBN-10: 0130993069
Format: Hardcover
Publisher: Prentice Hall
Date Published: October 2002
Edition: 3rd Edition
Presenting sufficient theory to ensure a sound understanding of basic concepts, this progressive book provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-encompassing, single-volume review that covers not only the principles and practices, but also the tools and techniques.
The volume covers principles and practices of quality management, and outlines tools and techniques such as benchmarking, information technology, quality management systems, environmental management systems, quality function deployment, quality by design, products liability, process control and Taguchi's quality engineering.
For quality management professionals and trainers.
A text covering the principles, practices, tools, and techniques of TQM for business, education, engineering, health care, and technology students. All sizes and types of organizations are encompassed. Annotation c. Book News, Inc., Portland, OR (booknews.com)
Preface | ||
Pt. 1 | Principles and Practices | 1 |
1 | Introduction | 1 |
2 | Leadership | 17 |
3 | Customer Satisfaction | 55 |
4 | Employee Involvement | 89 |
5 | Continuous Process Improvement | 125 |
6 | Supplier Partnership | 153 |
7 | Performance Measures | 167 |
Pt. 2 | Tools and Techniques | 207 |
8 | Benchmarking | 207 |
9 | Information Technology | 223 |
10 | Quality Management Systems | 253 |
11 | Environmental Management System | 293 |
12 | Quality Function Deployment | 315 |
13 | Quality by Design | 349 |
14 | Failure Mode and Effect Analysis | 377 |
15 | Products Liability | 407 |
16 | Total Productive Maintenance | 431 |
17 | Management Tools | 443 |
18 | Statistical Process Control | 461 |
19 | Experimental Design | 521 |
20 | Taguchi's Quality Engineering | 561 |
Appendix | 617 | |
References | 631 | |
Index | 635 |