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Total Quality Management


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Table of Contents

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.

About the Author

Ashok Rao Lawrence P. Carr Ismael Dambolena Robert J. Kopp John Martin Farshad Rafii Phyllis Fineman Schlesinger

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