In this era of global competition, the demands of customers are growing, and the quest for quality has never
been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition
of Principles of Total Quality explains this strategy for both the service and manufacturing sectors.
This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product
performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical
applications of the concepts of service excellence within healthcare organizations.
The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing
for TQM, control charts for variables, and quality function deployment.
Table of Contents
Total quality management and the revival of quality in the U.S.
p. 3
Leadership
p. 23
Information and analysis
p. 41
Strategic quality planning
p. 59
Human resource development and management
p. 81
Management of process quality
p. 97
Customer focus and satisfaction
p. 121
Benchmarking
p. 141
Organizing for total quality management
p. 159
Quality and productivity
p. 183
The cost of quality
p. 205
The concept of a process
p. 225
Understanding data
p. 231
The seven basic quality control tools
p. 251
Control charts for variables
p. 275
Control charts for attributes
p. 295
When to use the different control charts
p. 313
Quality improvement stories
p. 319
Quality function deployment
p. 331
ISO 9000
p. 347
The Baldridge Award
p. 365
QS-9000
p. 371
ISO 14000
p. 375
ISO 9000 : a practical step-by-step approach
p. 381
Process capability
p. 393
Introduction to reliability
p. 431
Introduction to Six Sigma
p. 443
Healthcare service excellence awards
p. 451
Table of Contents provided by Blackwell. All Rights Reserved.
