Quality management for organizational excellence : introduction to total quality /
Goetsch, David L.
Davis, Stanley,1931-
Goetsch, David L.Quality management.
Upper Saddle River, N.J. : Prentice Hall,
c2010.
Rev. ed. of: Quality management : introduction to total quality management for production, processing, and services. 5th ed. 2006.
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 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 -- 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 methods with six sigma, lean, and lean six sigma -- Benchmarking -- Just-in-time manufacturing (JIT) -- Implementing total quality management.
Toplam kalite yönetimi.
Total quality management.