Principles of total quality

Includes index

MANAGEMENT OF TOTAL QUALITY Total Quality Management and the Revival Of Quality in the United States The Concept of TQM Antecedents of Modern Quality Management The Quality Gurus Accelerating Use of TQM Quality and Business Performance Service Quality vs. Product Quality Leadership Attitude and Involvement of Top Management Communication Culture Management Systems Control 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 Strategic Quality Planning Strategy and the Strategic Planning Process Strategic Quality Management Definition of Quality Control Service Quality Human Resource Development and Management Involvement: A Central Idea of Human Resource Utilization Organizing for Involvement Training and Development Selection Performance Appraisal Comp ensation Systems Total Quality Oriented Human Resource Management Management of Process Quality A Brief History of Quality Control Product Inspection vs. Process Control Moving from Inspection to Process Control Statistical Quality Control Basic Approaches to SQC Tools for SQC Problem Analysis Pareto Analysis Manufacturing to Specification vs. Manufacturing to Reduce Variations Process Control in Service Industries Process Control for Internal Services Quality Function Deployment Just-In-Time Just-In-Time or Just-In Case The Human Side of Process Control Customer Focus and Satisfaction Process vs. Customer Internal Customer Conflict Defining Quality A Quality Focus The Driver of Customer Satisfaction Getting Employee Input Customer Satisfaction Measurement The Role of Marketing and Sales The Sales Process Service Quality and Customer Retention Customer Retention and Profitability Buyer-Supplier Relationships Benchmarking The Evolution of Benchmar king The Essence of Benchmarking Benchmarking and the Bottom Line The Benefits of Benchmarking Strategic Benchmarking Operational Benchmarking The Benchmarking Process Identifying the Best-in-Class Measure Your Own Performance Actions to Close the Gap Pitfalls of Benchmarking Organizing for Total Quality Management Organizing for TQM: The Systems Approach Organizing for Quality Implementation The People Dimension: Making the Transition from a Traditional to a TQM Organization Roles in Organizational Transition to TQM Small Groups and Employee Involvement Teams for TQM Productivity and Quality The Leverage of Productivity and Quality Management Systems vs. Technology Productivity in the United States Measuring Productivity Basic Measures of Productivity: Ratio of Output to Input White-Collar Pr

A text for a college course or an organizational development and training program, and a guide for people responsible for developing and implementing total quality programs in their organizations. Covers the core ideas of total quality, the basic tools and techniques, the criteria for programs base