Editorial Review:
This direct, straightforward book provides material that focuses on making the theories and principles of total quality practical and useful in a real-world setting. Up-to-date and comprehensive, it covers all of the elements of total quality, including several that receive little or no attention in other total quality books, enabling readers to understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness. Covering all topics necessary to total quality management, this book includes: global competitiveness; strategic management; ethics and corporate social responsibility; partnering and strategic alliances; quality culture; customer satisfaction and retention; employee empowerment; leadership; teamwork; communication; education and training; overcoming negativity; the ISO 9000 quality management system; tools and techniques; and implementing total quality management. An excellent handbook for quality managers, directors of quality control, and vice-presidents of quality management.
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Customer Reviews
Average Customer Rating: 
Good overview, but not much for tools and statistics. 2008-08-07
The text was a good overview of total quality management principles verse a traditional approach; however, I would have like to see more information on quality tools and statistical analysis.
I will refer back to this text book often 2007-05-15
This has turned out to be a great text book. I am sure I will refer back to it often. Initially, I was a little intimidated by the size of the book and small print. However, it is easy to read. The summaries at the end of each chapter are very helpful.
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