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Goetsch D.L., Davis S.B. Quality Management for Organizational Excellence: Introduction to Total Quality

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Goetsch D.L., Davis S.B. Quality Management for Organizational Excellence: Introduction to Total Quality
Pearson, 2013. — 427 p.
For undergraduate courses in Quality Management or Total Quality Management; also relevant for students studying technology, engineering, or business.
This textbook 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 students understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness.
Philosophy and Concepts
The Total Quality Approach to Quality Management
Quality and Global Competitiveness
Strategic Management: Planning and Execution for Competitive Advantage
Quality Management, Ethics, and Corporate Social Responsibility
Partnering and Strategic Alliances
Quality Culture: Changing Hearts, Minds, and Attitudes
Customer Satisfaction, Retention, and Loyalty
Employee Empowerment
Leadership and Change
Team Building and Teamwork
Effective Communication
Education and Training
Overcoming Politics, Negativity, and Conflict in the Workplace
ISO 9000 and Total Quality: The Relationship
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 Methods with Six Sigma, Lean, and Lean Six Sigma
Benchmarking
Just-in-Time Manufacturing (JIT)
Implementing Total Quality Management
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