02039cam a2200313 a 4500 16965428 OSt 20211216131828.0 110916s2013 maua 001 0 eng 2011038639 9780135019672 0135019672 (OCoLC)ocn755004259 DLC DLC YDX YDXCP DLC HD62.15.G64 658.4/013 23 Goetsch, David L. Quality management for organizational excellence : introduction to total quality. / David L. Goetsch, Stanley B. Davis. 7th ed. Boston : Pearson, 2013. xii, 456 p. : ill. ; 29 cm. Includes index. Contents: 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 -- Total quality management. Davis, Stanley, 1931- 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK 8302 15802 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-08 STM 0 HD62.15.G64(6e) K/1814/1814/19 2021-12-16 00:00:00 2021-12-16 BK