Quality Management for organizational excellence introduction to total Quality – by Goetsch and Davis (2016)

Table of Contents

I PHILOSOPHY AND CONCEPTS 1

1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence 3

2. Quality and Global Competitiveness 21

3. Strategic Management: Planning and Execution for Competitive Advantage 36

4. Quality Management, Ethics, and Corporate Social Responsibility 53

5. Partnering and Strategic Alliances 68

6. Quality Culture: Changing Hearts, Minds, and Attitudes 82

7. Customer Satisfaction, Retention, and Loyalty 96

8. Employee Empowerment 113

9. Leadership and Change 124

10. Team Building and Teamwork 147

11. Effective Communication 165

12. Education and Training 184

13. Overcoming Politics, Negativity, and Conflict in the Workplace 208

14. ISO 9000 and Total Quality: The Relationship 232

II TOOLS AND TECHNIQUES 243

15. Overview of Total Quality Tools 245

16. Problem Solving and Decision Making 279

17. Quality Function Deployment 296

18. Optimizing and Controlling Processes through Statistical Process Control 312

19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More 341

20. Benchmarking 369

21. Just-in-Time/Lean Manufacturing (JIT/Lean) 384

22. Implementing Total Quality Management 417

Index 443

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