Exposing students to a wide variety of topics within quality assurance, this text emphasizes the understanding, use, and interpretation of statistical process control principles, concepts, and results throughout the problem-solving process. It uses comprehensive, in-depth examples and case studies from a variety of industries to highlight the complexities of statistical analysis and control chart interpretation. Accompanying computer software allows students to work interactively with the extensive example problems, chapter-end problems, and case studies. *NEW - Enhanced process improvement focus, develops thorough understanding of this important element of quality. *NEW - Improved coverage of ISO 14000, provides students with the most current information. *NEW - Reorganization of quality improvement coverage (Chs. 2-3). Allows for better flow and coverage of material. *NEW - Continuous, integrated cases and problems - Flows throughout Chs. 3-6, 8, and 9. Allows students to build on previously learned information. *The practical application of basic statistical analysis and control chart principles - To solve quality problems in industry, exposes students to a wide variety of topics within quality assurance. *Achieving total quality assurance - The underlying theme, encourages students to consider the complexities of improving quality. *Comprehensive, real-life example problems and case studies - Based on a wide variety of industries, including manufacturing, environmental and chemical processing, packaging, services, education, and government, provides students with an understanding of the knowledge and effort necessary to solve quality problems using open-ended as well as narrowly-focused (with specific answers) cases. *Emphasis on the complexities of improving quality, encourages students to synthesize and interpret ALL aspects of a situation as well as the calculations, graphs, and control charts they create to deal with quality assurance issues. *SQCpack for Windows Student Version - Extremely successful quality control software provided with text, gives students the opportunity to analyze and interpret realistic charts created with a significant amount of data as well as to create SPC (X, R, p, u, and c) charts and reports. *Summaries of formulas in list format, helps students see at a glance the calculations necessary for statistical analysis and the creation of quality control charts.