The new edition of this definitive market leader and authoritative educational reference continues to provide unmatched coverage and insightful comparisons that guide your students through the intricacies of quality management today. Built upon the strength and proven experience of well-known authors and examiners for the Malcolm Baldrige Award, this text presents the fundamental principles and historical foundations of total quality with an emphasis on high-performance management practices, such as those reflected in the Baldrige Criteria. No other book offers coverage of ISO 9000 certification standards, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards students find here. A wealth of first-hand, current examples from leading organizations throughout the world emphasize the practical aspects of the book's managerial focus as well as the technical topics that students are learning. Coverage of most of the Body of Knowledge required for ASQ certification helps you effectively prepare students to become Certified Quality Managers.
1. The Quality System
Chapter 1 Introduction
Chapter 2 Total Quality in Organizations
Chapter 3 Philosophies and Frameworks
2. The Management System
Chapter 4 Leadership and Strategic Planning
Chapter 5 Focusing on Customers
Chapter 6 High Performance Workforce Management
Chapter 7 Process management
Chapter 8 Performance measurement and Information Management
Chapter 9 Building and Sustaining Performance Excellence in Organizations
3. Six Sigma and the Technical System
Chapter 10 Statistical Thinking and Applications
Chapter 11 Six Sigma and Process Improvement
Chapter 12 Design for Quality and Product Excellence
Chapter 13 Statistical Process Control