Contents:

Foreword.
Preface.
1.Introduction to Quality Concepts.
2.Managing for Quality Products and Services.
3.Seven QC Tools.
4.The Philosophy of TQM.
5.Quality Gurus.
6.Quality Circles.
7.Reactive Improvement.
8.Proactive Improvement.
9.Six Sigma Concepts.
10.Just in Time.
11.Taguchi and Hoshin.
12.Quality Awards.
13.Quality Standards.
14.Business Process Re-Engineering.
15.Benchmarking.
16.Capability Maturity Model for Software Industry.
17.Customer Relationship Management.
Appendix A:IS/ISO 9001–2000.
Appendix BL:ISO 14000—Guidance on the Use of the Specification.
Bibliography.
Index.

Description:

Providing accessible coverage of the basics and practical aspects of total quality management, this book is intended for students of management and engineering.
The text adopts a realistic approach to the teaching of the subject with the principal focus on the philosophy of total quality management and its role in today’s world of fierce business competition.

• Discusses the mechanism of quality control, quality assurance and different types of quality control tools and their usage. • Features the Japanese management philosophy, quality awards and standards. • Presents the differences between total quality management and business process re-engineering and approaches to integrate them. • Describes the various aspects of benchmarking, capability maturity model and customer relationship management.