9780135577325

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This print textbook is available for students to rent for their classes. The Pearson print rental program provides students with affordable access to learning materials, so they come to class ready to succeed.

For courses in quality management, quality engineering, quality technology, and continuous process improvement.

A comprehensive guide to becoming an effective quality manager and decision maker
This practical text helps current and future quality managers and decision makers gain the knowledge and skills they need to achieve organizational excellence. Quality Management for Organizational Excellence: Introduction to Total Quality, 9th Edition covers all quality management concepts. The book’s first section focuses on the “people aspects,” including leading change, employee empowerment, training, team building/teamwork, and conflict management, while the second section deals with the “technical aspects,” including continual process improvement, SPC, Six Sigma, Lean, Lean Six Sigma, and benchmarking. Topics have been updated to include the latest trends and information relating to the topics in question so that students are learning the latest information. Each chapter contains a summary, key terms and phrases, factual review questions, critical-thinking activities, and discussion cases.

Dr. David Goetsch is Emeritus Vice-President and Professor at Northwest Florida State College where he has served for 44 years. Prior to entering higher education, Dr. Goetsch had a career in the private sector that included positions in quality management, safety management, and project management with manufacturing and construction firms. Dr. Goetsch is the founder of The Quality Institute (TQI), a partnership of Northwest Florida State College and the Okaloosa Economic Development Council. He is one of the most widely published college professors in the United States. This is his 73rd book.

Stanley Davis is a former manufacturing executive with Harris Corporation. He was the founding director of The Quality Institute (TQI) and is a well-known expert on statistical process control, just-in-time manufacturing, Six Sigma, Lean Six Sigma, benchmarking, and quality systems.

PART I: PHILOSOPHY AND CONCEPTS

1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence

2. Quality and Global Competitiveness

3. Strategic Management: Planning and Execution for Competitive Advantage

4. Quality Management, Ethics, and Corporate Social Responsibility

5. Partnering and Strategic Alliances

6. Quality Culture: Changing Hearts, Minds, and Attitudes

7. Customer Satisfaction, Retention, and Loyalty

8. Employee Empowerment

9. Leadership and Change

10. Team Building and Teamwork

11. Effective Communication

12. Education and Training

13. Overcoming Politics, Negativity, and Conflict in the Workplace

14. ISO 9000 and Total Quality: The Relationship

PART II: TOOLS AND TECHNIQUES

15. Overview of Total Quality Tools

16. Problem Solving and Decision Making

17. Quality Function Deployment

18. Optimizing and Controlling Processes Through Statistical Process Control

19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More

20. Benchmarking

21. Just-in-Time/Lean Manufacturing (JIT/Lean)

22. Implementing Total Quality Management

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Quality Management for Organizational Excellence: Introduction to Total Quality [Rental Edition]

Quality Management for Organizational Excellence: Introduction to Total Quality [Rental Edition]

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Summary

Author Biography

Table of Contents

Supplemental Materials