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

Published by Pearson (October 25, 2024) © 2025
  • David L. Goetsch
  • Stanley Davis

Title overview

For courses in quality management, quality engineering, quality technology and continuous process improvement.

A comprehensive guide to becoming an effective quality manager and decision maker

Quality Management for Organizational Excellence helps current and future quality controllers gain the aptitude they need to achieve organizational excellence. For use in universities, community colleges and corporate environments, this text covers all quality management concepts.

Updated topics of the 9th Edition include the latest trends and information. Additionally, each chapter contains a summary, key terms and phrases, factual review questions and discussion cases.

Hallmark features of this title

Complete coverage of the hard and soft topics of quality management

  • Two-part organization ensures equal attention to both the hard and soft topics of quality management. Part 1 covers all the soft topics related to quality, and Part 2 covers all the hard topics.
  • In-depth coverage of all quality management topics means no additional sources are needed for teaching the classes.

Robust pedagogical features

  • Student learning aids in each chapter guide students through quality management concepts with specific learning objectives. Also included are quality tips, comprehensive chapter summaries, key terms and concepts, review questions, critical-thinking activities and discussion assignments.

New and updated features of this title

Timely, quality coverage

  • NEW: Explanations for continual improvement methods (Ch. 19) include discussion of why some Lean Six Sigma projects fail when others succeed. Also included is a new section on Risk Priority Numbers (RPNs) and continual improvement.
  • UPDATED: Quality and competitiveness content (Ch. 1) provides additional touchpoints. These include Deming's 14 Points refreshed for contemporary times, Armand Feigenbaum's “Total Quality Control” concept, the role of managers in achieving organizational excellence, and the impact of technology on the future of quality management.
  • REVISED: Chapter 14 has been rewritten to bring it up to date with ISO 9000-2015.

Practical guidance

  • NEW: Design of Experiments (DOE) implementation (Ch. 15) is now explained in a 7-step process.
  • NEW: Problem-Solving content (Ch. 16) equips students with problem-solving strategies. Section topics include applying the 5 Whys, human error as a root cause with applicable precautions, and common errors made in problem-solving.
  • UPDATED: The most recent trends and data in every chapter ensures students are learning the latest information.

Table of contents

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

Author bios

About our authors

Dr. David Goetsch is Emeritus Vice-President and Professor at Northwest Florida State College, where he has served for 44 years. Prior to entering higher education, Dr. Goetsch had a career in the private sector that included positions in quality management, safety management, and project management with manufacturing and construction firms. Dr. Goetsch is the founder of The Quality Institute (TQI), a partnership of Northwest Florida State College and the Okaloosa Economic Development Council. He is one of the most widely published college professors in the United States. This is his 73rd book.

Stanley Davis is a former manufacturing executive with Harris Corporation. He was the founding director of The Quality Institute (TQI) and is a well-known expert on statistical process control, just-in-time manufacturing, Six Sigma, Lean Six Sigma, benchmarking and quality systems.

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