Table of Contents
I. PRINCIPLES And PRACTICES.

1. Introduction.

2. Leadership.

3. Customer Satisfaction.

4. Employee Involvement.

5. Continuous Process Improvement.

6. Supplier Partnership.

7. Performance Measures.

II. TOOLS AND TECHNIQUES.

8. Benchmarking.

9. Information Technology.

10. Quality Management Systems.

11. Environmental Management Systems.

12. Quality Function Deployment (QFD).

13. Quality By Design.

14. Failure Mode and Effect Analysis (FMEA).

15. Products Liability.

16. Total Productivity Maintenance.

17. Management Tools.

18. Statistical Process Control (SPC).

19. Experimental Design.

20. Taguchi's Quality Engineering.

Appendix.

References.

Index.

Previous editions
Total Quality Management, 2nd Edition
Besterfield, Besterfield-Michna, Besterfield & Besterfield-Sacre

©1999

Cloth

Overview
Description
For undergraduate and graduate courses in Total Quality Management, Quality Assurance, and Total Quality offered by technical, engineering, business, education, and health care departments.

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.Features
NEW - Reorganized Tools and Techniques section.
Provides students with a more logical chapter sequence that is easier to understand and access.

NEW - TQM exemplary organization descriptions conclude each chapter.
Provides students with a brief description of a TQM exemplary organization, putting chapter concepts into a real-word setting.

NEW - Reflects 2000 revision of ISO 9000.
Provides students with the most current standards in the field.

NEW - More examples added.
Provides students with practical, real-world practice of concepts learned.

NEW - Chapter on Information Technology.
Principles and practices of TQM—Including leadership, customer satisfaction, employee involvement and performance measures.
Provides students with insightful analyses of the entire spectrum of TQM.

Explores TQM's tools and techniques—Including information technology, quality management systems, statistical process control, benchmarking, experimental design and products liability.
Provides students with an informative discussion of the most effective tools and techniques used in TQM.

Practical state-of-the-art approach and refined mathematical techniques.
Provides students with an easier learning process.

Figures, charts and tables add clarity to concepts presented.
Provides students with easy-to-understand reinforcements of material.

Theory presentation.
Provides students with the background information for an additional level of understanding.

New to This Edition
Reorganized Tools and Techniques section.
Provides students with a more logical chapter sequence that is easier to understand and access.

TQM exemplary organization descriptions conclude each chapter.
Provides students with a brief description of a TQM exemplary organization, putting chapter concepts into a real-word setting.

Reflects 2000 revision of ISO 9000.
Provides students with the most current standards in the field.

More examples added.
Provides students with practical, real-world practice of concepts learned.

Chapter on Information Technology.
Previous editions
Total Quality Management, 2nd Edition
Besterfield, Besterfield-Michna, Besterfield & Besterfield-Sacre

©1999

Cloth