Quality Management - Introduction to Total Quality Management for Production, Processing, and Services

David L. Goetsch · Stanley B. Davis

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Quality and Supply Management Management and Optimization Techniques Management Systems and Quality Improvement

Abstract

PART ONE. PHILOSOPHY AND CONCEPTS. 1. The Total Quality Approach to Quality Management. 2. Quality and Global Competitiveness. 3. Strategic Management: Planning and Execution. 4. Quality Management, Ethics, and Corporate Social Responsibility. 5. Partnering and Strategic Alliances. 6. Quality Culture: Changing Hearts, Minds and Attitudes. 7. Customer Satisfaction and Retention. 8. Employee Empowerment. 9. Leadership and Change. 10. Team Building and Teamwork. 11. Communication and Interpersonal Relations. 12. Education and Training. 13. Overcoming Politics, Negativity and Conflict in the Workplace. 14. ISO 9000 and Total Quality: The Relationship. PART TWO. TOOLS AND TECHNIQUES. 15. Overview of Total Quality Tools. 16. Problem Solving and Decision Making. 17. Quality Function and Deployment (QFD). 18. Optimizing and Controlling Processes through Statistical Process Control (SPC). 19. Continual Improvement. 20. Benchmarking. 21. Just-in-Time Manufacturing (JIT). 22. Implementing Total Quality Management. Index.

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