Besterfield, Dale H. <br/><br/>
Total quality management 
/ Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield, Mary Besterfield-Sacre 
 - 3rd ed. 
 - New Dehli :  Pearson Education,  2005 
 - xi, 640 p. 
<br/><br/>Preface;<br/>Part;1:;principles;and;practices;<br/>1:;introduction;<br/>Definition;<br/>Basic;approach;<br/>Gurus;of;tqm;<br/>Tqm;framework;<br/>Awareness;<br/>Defining;quality;<br/>Historical;review;<br/>Obstacles;<br/>Benefits;of;tqm;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>2:;leadership;<br/>Definitions;<br/>Characteristics;of;quality;leaders;<br/>Leadership;concepts;<br/>7;habits;of;highly;effective;people;<br/>Ethics;<br/>Deming;philosophy;<br/>Role;of;tqm;leaders;<br/>Implementation;<br/>Quality;control;<br/>Core;values,;concepts,;and;framework;<br/>Quality;statements;<br/>Strategic;planning;<br/>Communications;<br/>Decision;making;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>3:;customer;satisfaction;<br/>Introduction;<br/>Who;is;the;customer?;<br/>Customer;perception;of;quality;<br/>Feedback;<br/>Using;customer;complaints;<br/>Service;quality;<br/>Translating;needs;into;requirements;<br/>Customer;retention;<br/>Additional;comments;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>4:;employee;involvement;<br/>Introduction;<br/>Motivation;<br/>Employee;surveys;<br/>Empowerment;<br/>Teams;<br/>Suggestion;system;<br/>Recognition;and;reward;<br/>Gainsharing;<br/>Performance;appraisal;<br/>Unions;and;employee;involvement;<br/>Benefits;of;employee;involvement;<br/>Additional;comments;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>5:;continuous;process;improvement;<br/>Introduction;<br/>Process;<br/>Juran;trilogy;<br/>Improvement;strategies;<br/>Types;of;problems;<br/>Pdsa;cycle;<br/>Problem-solving;method;<br/>Kaizen;<br/>Reengineering;<br/>Six-sigma;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>6:;supplier;partnership;<br/>Introduction;<br/>Principles;of;customer/supplier;relations;<br/>Partnering;<br/>Sourcing;<br/>Supplier;selection;<br/>Supplier;certification;<br/>Supplier;rating;<br/>Relationship;development;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>7:;performance;measures;<br/>Introduction;<br/>Basic;concepts;<br/>Strategy;<br/>Performance;measure;presentation;<br/>Quality;costs;<br/>Malcolm;baldrige;national;quality;award;<br/>Tqm;exemplary;organization;<br/>Exercises.;Part;2:;tools;and;techniques;<br/>8:;benchmarking;<br/>Introduction;<br/>Benchmarking;defined;<br/>Reasons;to;benchmark;<br/>Process;<br/>Deciding;what;to;benchmark;<br/>Understanding;current;performance;<br/>Planning;<br/>Studying;others;<br/>Learning;from;the;data;<br/>Using;the;findings;<br/>Pitfalls;and;criticisms;of;benchmarking;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>9:;information;technology;<br/>Introduction;<br/>History;<br/>Computers;and;the;quality;function;<br/>Internet;and;other;electronic;communication;<br/>Information;quality;issues;<br/>Technologies;of;the;future;<br/>Conclusion;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>10:;quality;management;systems;<br/>Introduction;<br/>Benefits;of;iso;registration;<br/>Iso;9000;series;of;standards;<br/>Sector-specific;standards;<br/>Iso;9001;requirements;<br/>Implementation;<br/>Documentation;<br/>Writing;the;documents;<br/>Internal;audits;<br/>Registration;<br/>Closing;comments;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>11:;environmental;management;system;<br/>Introduction;<br/>Iso;14000;series;standards;<br/>Concepts;of;iso;14001;<br/>Requirements;of;iso;14001;<br/>Benefits;of;ems;<br/>Integrating;iso;14000;with;iso;9000;<br/>Relationship;to;health;and;safety;<br/>Additional;comments;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>12:;quality;function;deployment;<br/>Introduction;<br/>Qfd;team;<br/>Benefits;of;qfd;<br/>Voice;of;the;customer;<br/>Organization;of;information;<br/>House;of;quality;<br/>Building;a;house;of;quality;<br/>Qfd;process;<br/>Examples;<br/>Conclusion;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>13:;quality;by;design;<br/>Introduction;<br/>Rationale;for;implementation;<br/>Benefits;<br/>Teams;<br/>Communication;models;<br/>Implementation;<br/>Tools;<br/>Misconceptions;and;pitfalls;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>14:;failure;mode;and;effect;analysis;<br/>Introduction;<br/>Reliability;<br/>Reliability;requirements;<br/>Failure;rate;<br/>Intent;of;fmea;<br/>Fmea;team;<br/>Fmea;documentation;<br/>Stages;of;fmea;<br/>Design;fmea;document;<br/>Process;fmea;document;<br/>Other;types;of;fmea;<br/>Example;of;fmea;document;preparation;<br/>Tqm;exemplary;organization;<br/>Exercises.;15:;products;liability;<br/>Introduction;<br/>History;<br/>Product;safety;law;<br/>Products;liability;law;<br/>Defenses;<br/>Proof;and;the;expert;witness;<br/>Financial;loss;<br/>Future;of;products;liability;<br/>Prevention;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>16:;total;productive;maintenance;<br/>Introduction;<br/>Plan;<br/>Learning;the;new;philosophy;<br/>Promoting;the;philosophy;<br/>Training;<br/>Improvement;needs;<br/>Goal;<br/>Developing;plans;<br/>Autonomous;work;groups;<br/>Summary;<br/>Examples;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>17:;management;tools;<br/>Introduction;<br/>Why,;why;<br/>Forced;field;analysis;<br/>Nominal;group;technique;<br/>Affinity;diagram;<br/>Interrelationship;digraph;<br/>Tree;diagram;<br/>Matrix;diagram;<br/>Prioritization;matrices;<br/>Process;decision;program;chart;<br/>Activity;network;diagram;<br/>Summary;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>18:;statistical;process;control;<br/>Introduction;<br/>Pareto;diagram;<br/>Process;flow;diagram;<br/>Cause-and-effect;diagram;<br/>Check;sheets;<br/>Histogram;<br/>Statistical;fundamentals;<br/>Introduction;to;control;charts;<br/>Variable;control;charts;<br/>State;of;control;<br/>Out-of-control;process;<br/>Process;capability;<br/>Different;control;charts;for;variables;<br/>Control;charts;for;attributes;<br/>Scatter;diagrams;<br/>Summary;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>19:;experimental;design;<br/>Introduction;<br/>Basic;statistics;<br/>Hypotheses;<br/>T;test;<br/>F;test;<br/>One;factor;at;a;time;<br/>Orthogonal;design;<br/>Point;and;interval;estimate;<br/>Two;factors;<br/>Full;factorials;<br/>Fractional;factorials;<br/>Examples;<br/>Conclusion;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>20:;taguchi's;quality;engineering;<br/>Introduction;<br/>Loss;function;<br/>Orthogonal;arrays;<br/>Signal-to-noise;(s/n);ratio;<br/>Parameter;design;<br/>Tolerance;design;<br/>Conclusion;<br/>Tqm;exemplary;organization;<br/>Exercises;<br/>Appendix;<br/>Table;a:;control;chart;factors;<br/>Table;b:;critical;values;of;t;distribution;<br/>Table;c-1:;critical;values;of;f;distribution;(cx;=;0-1);<br/>Table;c-2:;critical;values;of;f;distribution;(cx;=;0-05);<br/>Table;c-3:;critical;values;of;f;distribution;(cx;=;0-01);<br/>Table;d:;orthogonal;arrays;<br/>References;<br/>Index.<br/> 
<br/><br/><label>ISBN: </label>9788129702609 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Technology-Total quality management
<br/><br/><label>Dewey Class. No.: </label>658.4013  / B5618