Managing for Quality and Performance Excellence [Paperback]

Evans' MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 12th EDITION, presents the latest developments in the field as students examine fundamental principles, historical underpinnings of total quality, and quantitative methods and applications, all with a strong focus on Six Sigma and the Malcolm Baldrige framework for performance excellence. Using numerous examples and illustrations of quality management approaches in real organizations, review and discussion questions, cases and experiential projects, it provides a comprehensive foundation for understanding quality management.Part I: PRINCIPLES OF QUALITY MANAGEMENT. 1. Introduction to Quality. 2. Foundations of Quality Management. 3. Customer Focus. 4. Workforce Focus. 5. Process Focus. Part II: TOOLS AND TECHNIQUES FOR QUALITY. 6. Statistical Methods in Quality Management. 7. Design for Quality and Product Excellence. 8. Measuring and Controlling Quality. 9. Problem Solving and Quality Improvement. 10. Six Sigma: Concepts and Implementation. Part III: BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE. 11. The Baldrige Framework for Performance Excellence. 12. Strategy and Performance Excellence. 13. Measurement and Knowledge Management for Performance Excellence. 14. Leadership for Performance Excellence. 15. Building and Sustaining Quality and Performance Excellence. Appendices.