TY - BOOK AU - Ross,Joel E. TI - Total quality management: text, cases, and readings SN - 157444266X U1 - 658.562 21 PY - 1999/// CY - Boca Raton, Fla. PB - St. Lucie Press KW - Total quality management N1 - Introduction to total quality management -- Leadership -- Information and analysis -- Strategic planning -- Human resource focus -- Process management -- Customer and market focus -- Benchmarking -- Organizing for total quality management -- Productivity, quality, and reengineering -- The cost of quality -- ISO 9000 and ISO 14000: universal standards of quality -- Theory of constraints -- Varifilm case study ER -