01837cam a2200265 a 450000100090000000300040000900500170001300800410003001000170007102000180008802000150010603500240012104000300014505000170017508200180019210000220021024501250023225000120035726000300036930000340039950000200043350510610045365000300151470000270154416965428OSt20211216131828.0110916s2013    maua          001 0 eng    a  2011038639  a9780135019672  a0135019672  a(OCoLC)ocn755004259  aDLCcDLCdYDXdYDXCPdDLC00aHD62.15.G64 00a658.4/0132231 aGoetsch, David L.10aQuality management for organizational excellence : introduction to total quality. /cDavid L. Goetsch, Stanley B. Davis.  a7th ed.  aBoston :bPearson,c2013.  axii, 456 p. :bill. ;c29 cm.  aIncludes index.  aContents: 1. Philosophy and concepts: The total quality approach to quality management: achieving organizational excellence -- 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 -- 2. Tools and techniques: Overview of total quality tools -- Problem solving and decision making -- Quality function deployment -- Optimizing and controlling processes through statistical process control -- Continual improvement methods with six sigma, lean and lean six sigma -- Benchmark -- Just-in-time manufacturing -- Implementing total quality management --  0aTotal quality management.1 aDavis, Stanley,d1931-