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

Features For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments. This practical, student-focused text shows how to focus all of an organization’s resources on continuous and simultaneous improvement of quality and productivity – thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean, Six Sigma, Lean Six Sigma, and many topics that competitive books overlook (e.g., peak performance, partnering, manufacturing networks, culture, and crucial “people” aspects of quality). Direct and straightforward, it links “big picture” theories and principles to detailed real-world strategies and techniques. Throughout, critical thinking activities, discussion assignments, and research links promote deeper thinking and further exploration. This edition adds all-new cases, plus new information on topics ranging from supervision to certification, QFD and SPC to benchmarking and JIT. Hallmark Features Provides a focused, coherent resource for all the quality management knowledge students need, so they needn’t search for multiple sources or purchase multiple texts. Brings together in-depth coverage all elements of quality management, including just-in-time manufacturing, scientific measurement, continual improvement, teamwork, and much more. Promotes effective learning, more critical thinking, and deeper exploration. Organized for the classroom and today’s students, this text utilizes a wide array of proven pedagogical features, including “key terms” listings, factual review questions, critical thinking activities, discussion assignments, and endnotes presenting links to extensive additional research materials. Guides students in managing the crucial “people” issues associated with quality. Presents realistic and detailed coverage of “people” issues ranging from culture and teamwork to supervision – issues that many quality books deemphasize. Gives quality “beginners” practical knowledge and insight they can use to participate in virtually any quality initiative. Provides practical information for participating in programs ranging from “peak performance” to manufacturing networks, TQM to continual improvement. Helps students link theory and concepts with real-world tools and techniques. Presents key concepts first, and then shows exactly how they are applied through modern quality management tools and techniques. For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments. This practical, student-focused text shows how to focus all of an organization’s resources on continuous and simultaneous improvement of quality and productivity – thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean, Six Sigma, Lean Six Sigma, and many topics that competitive books overlook (e.g., peak performance, partnering, manufacturing networks, culture, and crucial “people” aspects of quality). Direct and straightforward, it links “big picture” theories and principles to detailed real-world strategies and techniques. Throughout, critical thinking activities, discussion assignments, and research links promote deeper thinking and further exploration. This edition adds all-new cases, plus new information on topics ranging from supervision to certification, QFD and SPC to benchmarking and JIT. For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments. This practical, student-focused text shows how to focus all of an organisation's resources on continuous and simultaneous improvement of quality and productivity – thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean, Six Sigma, Lean Six Sigma, and many topics that competitive books overlook (e.g., peak performance, partnering, manufacturing networks, culture, and crucial “people” aspects of quality). Direct and straightforward, it links “big picture” theories and principles to detailed real-world strategies and techniques. Throughout, critical thinking activities, discussion assignments, and research links promote deeper thinking and further exploration. This edition adds all-new cases, plus new information on topics ranging from supervision to certification, QFD and SPC to benchmarking and JIT. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed. Cover......Page 1 Contents......Page 4 1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence......Page 6 2. Quality and Global Competitiveness......Page 24 3. Quality Management, Ethics, and Corporate Social Responsibility......Page 40 4. Quality Culture: Changing Hearts, Minds, and Attitudes......Page 56 5. Strategic Management: Planning and Execution for Competitive Advantage......Page 72 6. Partnering and Strategic Alliances......Page 90 7. Customer Satisfaction, Retention, and Loyalty......Page 106 8. Employee Empowerment......Page 124 9. Leadership and Change......Page 136 10. Team Building and Teamwork......Page 160 11. Effective Communication......Page 178 12. Education and Training......Page 198 13. Overcoming Politics, Negativity, and Conflict in the Workplace......Page 224 14. ISO 9000 and Total Quality: The Relationship......Page 250 15. Overview of Total Quality Tools......Page 262 16. Problem Solving and Decision Making......Page 296 17. Quality Function Deployment......Page 314 18. Optimizing and Controlling Processes through Statistical Process Control......Page 332 19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More......Page 362 20. Benchmarking......Page 390 21. Just-in-Time/Lean Manufacturing (JIT/Lean)......Page 406 22. Implementing Total Quality Management......Page 440 C......Page 466 E......Page 467 L......Page 468 P......Page 469 S......Page 470 V......Page 471 Y......Page 472 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.