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Quality Management, CourseSmart eTextbook, 2nd Edition

By Donna C. Summers

Published by Prentice Hall

Published Date: Apr 10, 2008

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Appropriate for Business, Engineering, and Engineering Technology, and for courses in Quality Management, Management of Organizations, Quality Improvement, and Quality Assurance.


Quality Management: Creating and Sustaining Organizational Effectiveness, Second Edition explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. New or updated chapters on lean, Six Sigma, ISO 9000, and supply chain management cover the latest areas that are critical to companies competing in today's global environment. Designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, this text is based on key quality initiatives, including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.

Table of Contents

1. Organizational Effectiveness.


2. Organizational Philosophy.


3. Quality Systems.


4. Creating a Customer Focus.


5. Organizational Leadership.


6. Strategic Planning.


7. Human Resource Development and Management.


8. Managing the Supply Chain


9. Measures of Organizational Success.


10. Benchmarking.


11. Process Management.


12. Lean Tools and Techniques


13. Problem-solving Tools and Techniques.


14. Project Management.


15. Business Results.


Appendix 1. Z Tables.
Appendix 2. X-bar and R chart factors.
Appendix 3. Malcolm Baldrige National Quality Award Assignment Guidelines.
Appendix 4. Websites for Quality.
Appendix 5. Attribute Charts. Appendix A: Data Sheets.


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Quality Management, CourseSmart eTextbook, 2nd Edition
Format: Safari Book

$78.99 | ISBN-13: 978-0-13-713707-7