Goetsch, David L. creator Davis, Stanley 1931- text mau Boston Pearson 2013 7th ed. monographic eng

print

xii, 456 p. : ill. ; 29 cm. 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 -- David L. Goetsch, Stanley B. Davis. Includes index. Total quality management HD62.15.G64 658.4/013 9780135019672 0135019672 2011038639 DLC 110916 20211216131828.0 16965428