Total quality management
/ Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield, Mary Besterfield-Sacre; et al
- 5th ed.
- Tamil Nadu : Pearson Education, 2019
- xxi, 622 p.
Preface -- Part 1: Principles And Practices -- 1: Introduction -- 2: Leadership -- 3: Customer Satisfaction -- 4: Employee involvement -- 5: Continuous process improvement -- 6: Supplier partnership -- 7: Performance measures -- Part 2: Tools And Techniques -- 8: Benchmarking -- 9: Information Technology -- 10: Quality management systems -- 11: Environmental and occupational health and safety management system -- 12: Quality function deployment -- 13: Quality by design -- 14: Failure mode and effect analysis -- 15: Products liability -- 16: Total productive maintenance -- 17: Management tools -- 18: Statistical process control -- 19: Experimental design -- 20: Taguchi's quality engineering --