Total quality management is a holistic approach to quality, aiming to not just improve quality in manufacturing processes or in customer service departments, but across all company functions and processes. It seeks to show how to produce better business results using quality improvement. This edition discusses management processes of nine-ten new companies and includes up-to-date information for other companies. It also contains the latest Baldridge criteria and continues to cover all the key elements of an effective management system.

The authors of Process Improvement and Quality Management in the Retail Industry discuss quality management through the examination of several companies that won the esteemed Malcolm Baldrige National Quality Award. Authors George, Thomas, and Weimerskirch believe that Baldrige criteria define a management model because they provide one of the most comprehensive guides to understanding, assessing, controlling, and improving an organization for quality management. The authors also discuss many of the business-related problems of modern times, such as financial scandals, controversial social...