Quality Management for Organizational Excellence:Introduction to Total Quality David L. Goetsch Stanley Davis

Quality Management for Organizational Excellence:Introduction to Total Quality David L. Goetsch Stanley Davis Table of Contents P E A R S O N C U S T O M L I B R A R Y I 1. The Total Quality A pproach to Quality Management: Achieving Organizational Excellence 1 2. Quality and Global Competitiveness 19 3. Quality Management, Ethics, and Corporate Social Responsibility 35 4. Quality Culture: Changing Hearts, Minds, and Attitudes 51 5. Strategic Management: Planning and Execution for Competitive Advantage 67 6. Partnering and Strategic Alliances 85 7. Customer Satisfaction, Retention, and Loyalty 101 8. Employee Empowerment 119 9. Leadership and Change 131 10. Team Building and Teamwork 155 11. Effective Communication 173 12. Education and Training 193 13. Overcoming Politics, Negativity, and Conflict in the Workplace 219 II 14. ISO 9000 and Total Quality: The Relationship 245 15. Overview of Total Quality Tools 257 16. Problem Solving and Decision Making 291 17. Quality Function Deployment 309 18. Optimizing and Controlling Processes through Statistical Process Control 327 19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More 357 20. Benchmarking 385 21. Just-in-Time/Lean Manufacturing (JIT/Lean) 401 22. Implementing Total Quality Management 435 Index 461