| Description |
xi, 372 pages : illustrations ; 24 cm |
| Contents |
Pt. 1. Fundamentals of Total Quality Management. 1. Introduction. 2. Historical evolution of Total Quality Management. 3. Some definitions of quality. 4. Philosophy, principles and concepts of TQM. 5. Quality management systems and standardization. 6. The European Quality Award -- Pt. 2. Methods of Total Quality Management. 7. Tools for the quality journey. 8. Some new management techniques. 9. Measurement of quality: an introduction. 10. Measurement of customer satisfaction. 11. Measurement of employee satisfaction. 12. Quality checkpoints and quality control points. 13. Quality measurement in product development. 14. Quality costing. 15. Benchmarking -- Pt. 3. Process Management and Improvement. 16. Leadership, policy deployment and quality motivation. 17. Implementation process. 18. Quality culture and learning. 19. Milliken Denmark A/S case studies: leadership, participation and quality costing. 20. International Service System A/S case studies: the winning hand |
| Bibliography |
Includes bibliographies and index |
| Subject |
Total quality management.
|
| Author |
Kanji, G. K. (Gopal K)
|
|
Kristensen, Kai.
|
| LC no. |
97069703 |
| ISBN |
0412570602 (paperback) |
|
