Fundamentals of Total Quality Management: Process Analysis and Improvement

ISBN-13: 9780748772933 / Angielski / Miękka / 1997 / 372 str.

Jens J. Dahlgaard; Kai Kristensen; Ghopal K. Khanji

Opis

Providing a solid framework for understanding the basic concepts of Total Quality Management (TQM), this text comprises three interlinked modules: fundamentals of TQM, methods of TQM and process management and improvement.

Spis treści

Part 1: Fundamentals of Total Quality Management 1. Introduction 2. Historical Evolution of TQM 3. Some Definitions of Quality 4. Philosophy, Principles and Concepts of TQM 5. Quality Management Systems and Standardization 6. The European Quality Award Part 2: Methods of Total Quality Management 7. Tools for the Quality Journey 8. Some New Management Techniques 9. Measurement of Quality: An introduction 10. Measurement of Customer Satisfaction 11. Measurement of Employee Satisfaction 12. Quality Checkpoints and Quality Control Points 13. Quality Measurement in Product Development 14. Quality Costing 15. Benchmarking Part 3: Process Management and Improvement 16. Leadership, Policy Deployment and Quality Motivation 17. Implementation Process 18. Quality Culture and Learning 19. Case studies and Appendices

O autorze

Jens J. Dahlgaard, Ghopal K. Kanji, Kai Kristensen