000			02039cam a2200313 a 4500
001			16965428
003			OSt
005			20211216131828.0
008			110916s2013 maua 001 0 eng
010			_a 2011038639
020			_a9780135019672
020			_a0135019672
035			_a(OCoLC)ocn755004259
040			_aDLC _cDLC _dYDX _dYDXCP _dDLC
050	0	0	_aHD62.15.G64
082	0	0	_a658.4/013 _223
100	1		_aGoetsch, David L.
245	1	0	_aQuality management for organizational excellence : introduction to total quality. / _cDavid L. Goetsch, Stanley B. Davis.
250			_a7th ed.
260			_aBoston : _bPearson, _c2013.
300			_axii, 456 p. : _bill. ; _c29 cm.
500			_aIncludes index.
505			_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 --
650		0	_aTotal quality management.
700	1		_aDavis, Stanley, _d1931-
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c8302 _d15802