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Quality Management: Creating and Sustaining

Quality Management: Creating and Sustaining - 2nd edition

ISBN13: 978-0135005101

Cover of Quality Management: Creating and Sustaining 2ND 09 (ISBN 978-0135005101)
ISBN13: 978-0135005101
ISBN10: 0135005108
Cover type: Hardback
Edition: 2ND 09
Copyright: 2009
Publisher: Prentice Hall, Inc.
Published: 2009
International: No
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Quality Management: Creating and Sustaining - 2ND 09 edition

ISBN13: 978-0135005101

Donna C.S. Summers

ISBN13: 978-0135005101
ISBN10: 0135005108
Cover type: Hardback
Edition: 2ND 09
Copyright: 2009
Publisher: Prentice Hall, Inc.
Published: 2009
International: No
Summary

Quality Management: Creating and Sustaining Organizational Effectiveness, Second Editionexplores 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.