Total Quality Management (2nd Edition)
by Dale H. Besterfield , Glen Besterfield , Carol Besterfield-Michna

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Editorial Reviews
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).

Book Details
  • Media : Hardcover
  • Publisher : Prentice Hall (1998-11-13)
  • Language : English
  • ISBN : 0136394035
  • Sales Rank : # 3,887,162 in Books Sales

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