Quality Management
Publisher: Bookboon
Published: 2013
ISBN-13: 9788776818753
Table of contents: title: Introduction; title: Background and History; title: Definition of Quality; title: Understanding Quality Management; title: Development of Quality Thinking; title: Summary; title: Why Quality Management?; title: Introduction; title: What is Wrong with Traditional Approaches?; title: Tangible Benefits; title: Intangible Benefits; title: Summary and impact; title: The Contribution of Dr. W. Edwards Deming; title: Introduction; title: The 14 Points; title: The Deadly Diseases; title: The System of Profound Knowledge (SoPK); title: Summary; title: Standards and Models; title: Why Do we Need Standards and Models?; title: ISO 9000 Series Standards; title: Self- Assessment Models of Quality; title: Customers; title: Introduction; title: Customers and Quality: The Myths; title: Internal and External Customers; title: Requirements Gathering and Value Analysis; title: Summary; title: Leadership in Quality Management; title: Introduction; title: Principles of Leadership for Quality; title: Leadership Decision Making; title: Summary and impact; title: Strategic Quality Management; title: Introduction; title: Vision, Mission and Values; title: Strategic Objectives; title: Hoshin Kanri; title: Summary; title: Processes; title: Introduction; title: Business Processes: The Reality; title: Process Planning; title: Process Control; title: Process Capability; title: Managing Variation Reduction Using SPC; title: Benefits of SPC; title: Summary; title: Partnerships and Resources; title: Introduction; title: The ‘Transactional’ Supplier Relationship Model; title: The Supplier Partnership Model; title: Partnering Beyond the Supply Chain; title: Resources; title: Summary and Impact; title: People in Quality Management; title: Introduction; title: Respect for the Individual; title: Empowerment, Motivation and Participation; title: Teamwork; title: Developing People; title: Reward and Recognition: Performance Appraisal and Performance Related Pay; title: Summary and impact; title: Ethics and Corporate Social Responsibility; title: Introduction and Conceptual Foundations; title: Ethical Models; title: Ethics and Communication; title: Benefits and Risks of Ethical Behaviour; title: Creating an Ethical Environment; title: Corporate Social Responsibility; title: Summary; title: Learning, Change and Process Improvement; title: Introduction; title: Process Improvement; title: Change and Change Management; title: Organizational Learning; title: Summary and impact; title: Service Quality; title: Introduction; title: The Dimensions of Service Quality; title: Measuring Service Quality; title: Service Quality Gaps; title: Delivering Service Quality; title: Summary and Significance; title: Implementing Quality Management; title: Introduction; title: Will-Focus-Capability; title: Prepare the Organization for Transformation; title: Take Action to Achieve Transformation; title: Communicate, Review, Diagnose and Revitalise; title: Critical Success Factors; title: References