Editorial Review:
In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors. This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations. The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.
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Customer Reviews
Average Customer Rating: 
Buy the Book - Skip the Class 2000-12-18
This book is a college text, for sure, but it is easily read and understood without enrolling for the course. I would recommend this book to anyone wanting both an introduction and a useable reference to the subject of Quality. A better investment than spending almost as much for a trendy "fluff" book, of which there are many. Also, many of the other books on the subject tend to focus mostly in manufacturing settings. This book deals equally with the service sector as well. Particularly good case studies at the end of the book, treated in depth.Balance of methods, cases, and even a little history thrown in. Keeps it from being too boring.
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