Quality management : introduction to total quality management for production, processing, and services by Goetsch, David L, Davis, Stanley, 1931- instant download

Quality management : introduction to total quality management for production, processing, and services by Goetsch, David L, Davis, Stanley, 1931- instant download

xviii, 858 pages : 25 cm, A direct, straightforward text, this title provides students with material that focuses on making the theories and principles of total quality practical and useful in a real-world setting. It covers all of the elements of total quality, including several that receive little or no attention in other total quality books, Includes bibliographical references and index, Part I: Philosophy and concepts -- The total quality approach to quality management -- Quality and global competitiveness -- Strategic management : planning and execution -- Quality management and ethics -- Partnering and strategic alliances -- Quality culture -- Customer satisfaction and retention -- Employee empowerment -- Leadership and change -- Team building and teamwork -- Communication and interpersonal relations -- Education and training -- Overcoming politics, negativity, and conflict in the workplace -- ISO 9000 and total quality : the relationship -- Part II: Tools and techniques -- Overview of total quality tools -- Problem solving and decision making -- Quality function deployment (QFD) -- Optimizing and controlling processes through statistical process control (SPC) -- Continual improvement -- Benchmarking -- Just-in-time manufacturing (JIT) -- Implementing total quality management