This textbook discusses quality control and high-performance management practices, particularly those reflected in the Baldrige Criteria for Performance Excellence. While the material is too comprehensive to be covered fully in one course, instructors may select certain chapters to design a course for undergraduate or MBA level students. A sampling of topics includes quality and competitive advantage, the Deming philosophy, the importance of customer satisfaction, human resource management, the strategic value of information, statistical process control, and quality improvement. The CD-ROM contains case studies of all the Baldrige award winners to date, spreadsheet templates, web links, and a glossary of terms.



Provides an introduction to quality management principles, focuses on the management system which deal with customer needs & technical issues, tools & techniques addressing the quality assurance system from the perspective of ISO 9000.



The market leader in quality management, this text is built upon the strength and experience of well-known authors in the field. As a past president of the Decision Sciences Institute and examiner for the Malcolm Baldrige Award, Evans is able to integrate the framework and essential content of the Malcolm Baldrige National Quality Award criteria throughout the text. The principles of total quality, as reflected in the Baldrige Award, provide what the authors feel is the best overall synthesis of the concept of quality. This edition continues to provide a managerially oriented, integrated view with a blend of pertinent technical topics. All chapters have been updated to reflect the most current thinking in the profession.



Contents :

Preface

I. The Quality system

Chapter 1. Introduction to quality

Chapter 2. Total quality in organizations

Chapter 3. Philosophies and frameworks



II. The Management system

Chapter 4. Focusing on customers

Chapter 5. Leadership and strategic planning

Chapter 6. Human resource practices

Chapter 7. Process management

Chapter 8. Performance measurement and strategic information management



III. Technical issues in quality

Chapter 9. Statistical thinking and applications

Chapter 10. Quality improvement

Chapter 11. Quality control

Chapter 12. Statistical process control

Chapter 13. Reliability



IV. The Quality organization

Chapter 14. Building and sustaining total quality organizations



Appendixes