Principles of Total Quality, Third Edition [Hardcover]

In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Qualityexplains this strategy for both the service and manufacturing sectors.

This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations.

The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.Contents

MANAGEMENT OF TOTAL QUALITY

Total Quality Management and the Revival of
Quality in the U.S.
The Concept of TQM
Antecedents of Modern Quality Management
The Quality Pioneers
Accelerating Use of TQM
Quality and Business Performance
Service Quality vs. Product Quality
Exercises
Illustrative Case
Endnotes
References
Leadership
Attitude and Involvement of Top Management
Communication
Culture
Management Systems
Control
Exercises
Illustrative Cases
Endnotes
References
Information and Analysis
Organizational Implications
Strategic Information Systems
Shortcomings of Accounting Systems
Organizational Linkages
Advanced Processes/Systems
Information and the Customer
The Information Systems Specialists
Systems Design
Exercises
Illustrative Case
Endnotes
References l“'