Publisher's Synopsis
Presenting sufficient theory to ensure a sound understanding of basic concepts, this progressive text provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-encompassing, single-volume review that covers not only the principles and practices, but also the tools and techniques.* NEW-Extensively improves chapters on leadership, customer satisfaction, employee involvement, continuous process improvement, and ISO 9000. * NEW-Provides four new chapters on: * Failure Mode and Effect Analysis (FMEA). * Total Productive Maintenance (TPM). * ISO 14000. * Management Tools. FEATURES * Covers the principles and practices that make up the backbone of TQM, with insightful analyses of such areas as: * Leadership (i.e., the role of senior management, core values, seven habits of highly effective people, communication, and strategic planning). * Customer satisfaction (including their perception of quality, feedback, and translating needs into requirements). * Employee involvement (motivation, empowerment, team training, unions, and more). * Performance measures (its basic concepts, quality costs).;* Fully explores TQMs tools and techniques, with informative discussions on a variety of topics, such as: * Statistical process control (including the Pareto diagram, statistical fundamentals, and variable control charts). * Benchmarking (its definition, planning, and how to learn from and use the data and findings). * Experimental design (basic statistics, hypotheses, orthogonal design, fractional factorials, and more). * Products liability (including its history, safety law, defenses, and future). * Eases the learning process for students with an accessible approach and refined mathematical techniques (which are reduced to simple mathematics or developed in the form of tables and charts).
