Quality as a Strategy. What Is TQM? The Baldrige Award. Measures of Quality Product and Quality Process: The TraditionalApproach. Measures of Quality Product and Quality Process: The EmergingCost-of-Quality Model. Continuous Improvement: Basic Tools. Continuous Improvement: Statistical Process Control. Continuous Improvement: Some Advanced Tools. Customer Measurement I: Traditional Multi-Attribute Methods. Customer Measurement II: Quality Function Deployment. Initiating TQM: Managing Change. Employee Practices in Total Quality Management Organizations. TQM and the Product Development Process. Reengineering and TQM: The Role of Information Technology. Benchmarking. Landmarks on the TQM Road. Indexes.
Ashok Rao Lawrence P. Carr Ismael Dambolena Robert J. Kopp John Martin Farshad Rafii Phyllis Fineman Schlesinger