Total Quality Management

This book has three objectives in mind for managers and business professionals: 1) to familiarize managers with the basic principles and methods associated with total quality management; 2) to show managers how these principles and methods have been put into effect in a variety of organizations; and, 3) to illustrate the relationship between TQM principles and the theories and models studied in management practice.

Preface

v

Part I Introduction to Total Quality

1

(130)

Introduction to Total Quality in Organizations

3

(39)

Approaches to Total Quality

42

(45)

Total Quality Tools and Statistical Thinking

87

(44)

Part II Total Quality and Organization Theory

131

(102)

Quality in Customer-Supplier Relationships

133

(34)

Designing Organizations for Quality

167

(29)

Total Quality and Organizational Change

196

(37)

Part III Total Quality and Organizational Behavior

233

(84)

Quality Teamwork

235

(31)

Empowerment and Motivation

266

(23)

Quality Leadership

289

(28)

Part IV Total Quality and Strategic Management

317

(62)

Total Quality and Competitive Advantage

319

(28)

Strategic Planning and Total Quality Implementation

347

(32)

Bibliography

379

(6)

Index

385

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Total Quality Management

Summary

Table of Contents

Supplemental Materials