Quality management for organizational excellence : introduction to total quality / David L. Goetsch, Stanley B. Davis.

Previous ed.: Upper Saddle River, N.J.: Pearson/Prentice Hall, 2006.

Includes bibliographical references and index.

Philosophy and Concepts -- The Total Quality Approach to Quality Management -- Quality and Global Competitiveness -- Strategic Management: Planning and Execution for Competitive Advantage -- Quality Management, Ethics, and Corporate Social Responsibility -- Partnering and Strategic Alliances -- Quality Culture: Changing Hearts, Minds, and Attitudes -- Customer Satisfaction, Retention, and Loyalty -- Employee Empowerment -- Leadership and Change -- Team Building and Teamwork -- Effective Communication -- Education and Training -- Overcoming Politics, Negativity, and Conflict in the Workplace -- ISO 9000 and Total Quality: The Relationship -- Tools and Techniques -- Overview of Total Quality Tools -- Problem Solving and Decision Making -- Quality Function Deployment (QFD) -- Optimizing and Controlling Processes Through Statistical Process Control (SPC) -- Continual Improvement Methods with Six Sigma, Lean, and Lean Six Sigma -- Benchmarking -- Just-in-Time Manufacturing (JIT) -- Implementing Total Quality Management

This textbook features a straightforward, practical look at applying the theories and principles of total quality in the real world. Current and comprehensive, it covers every aspect of total quality -- including several that receive little or no attention in other total quality books — helping students understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness. The sixth edition has been updated to include coverage of Lean and Lean Six Sigma -- Key topics covered include 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. The text is an excellent handbook for quality managers, directors of quality control, and vice-presidents of quality management.

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