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Quality Management for Organizational Excellence: Introduction to Total Quality, 9th edition

Published by Pearson (July 6, 2022) © 2021

  • David L. Goetsch University of West Florida and Oskaloosa-Walton
  • Stanley Davis Stan Davis Consulting
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Quality Management for Organizational Excellence helps current and future quality managers and decision makers achieve organizational excellence. This text is a comprehensive guide that gives you the knowledge and skills necessary to be a successful quality manager.

The 9th Edition covers all quality management concepts. The book's first section focuses on the “people aspects,” including leading change and employee empowerment. The second section deals with the “technical aspects,” including SPC, Six Sigma and benchmarking. Updated topics reflect the latest trends and information. Also, each chapter contains a summary, key terms and phrases, factual review questions, critical-thinking activities and discussion cases.

PART I: PHILOSOPHY AND CONCEPTS

  1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence
  2. Quality and Global Competitiveness
  3. Strategic Management: Planning and Execution for Competitive Advantage
  4. Quality Management, Ethics, and Corporate Social Responsibility
  5. Partnering and Strategic Alliances
  6. Quality Culture: Changing Hearts, Minds, and Attitudes
  7. Customer Satisfaction, Retention, and Loyalty
  8. Employee Empowerment
  9. Leadership and Change
  10. Team Building and Teamwork
  11. Effective Communication
  12. Education and Training
  13. Overcoming Politics, Negativity, and Conflict in the Workplace
  14. ISO 9000 and Total Quality: The Relationship

PART II: TOOLS AND TECHNIQUES

  1. Overview of Total Quality Tools
  2. Problem Solving and Decision Making
  3. Quality Function Deployment
  4. Optimizing and Controlling Processes Through Statistical Process Control
  5. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More
  6. Benchmarking
  7. Just-in-Time/Lean Manufacturing (JIT/Lean)
  8. Implementing Total Quality Management

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