Total Quality Handbook - Tapa blanda

De la contraportada

Total Quality Handbook provides practical, easy-to-use information for both students and practitioners in the field of quality management. Global competition and the ever-increasing expectations of customers demand that organizations improve their performance continually. This need for continual improvement is unrelenting and ongoing. Performance levels that are competitive today may not be competitive tomorrow. An organization's products, processes, people, and services must get better every day if it is going to survive and prosper in the global marketplace.

Total Quality Handbook can be used both in college classrooms and in business, industry, and government training settings. Readers will find the following features of the book helpful:

• All information is presented in a practical, easily applied format with extensive use of checklists and other helpful tools.
• Only the core "must-know" information about total quality is included. There is no "fluff" to sort through.
• The teaching approach focuses on application. Each chapter contains practical application activities at the end.

Major topics covered are as follows:

• Strategic planning
• Quality culture
• Customer satisfaction
• Empowerment of employees
• Leadership
• Change
• Team building
• Training
• Quality tools
• Problem solving and decision making