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999			_c6448 _d6448
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005			20200720124949.0
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020			_a9788129702609
040			_cPK-IsLIS
082			_a658.4013 _bB5618
100			_aBesterfield, Dale H.
245		0	_aTotal quality management _c/ Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield, Mary Besterfield-Sacre
250			_a3rd ed.
260			_bPearson Education, _aNew Dehli : _c2005
300			_axi, 640 p.
650			_aTechnology-Total quality management
942			_cBK
505	0		_aPreface; Part;1:;principles;and;practices; 1:;introduction; Definition; Basic;approach; Gurus;of;tqm; Tqm;framework; Awareness; Defining;quality; Historical;review; Obstacles; Benefits;of;tqm; Tqm;exemplary;organization; Exercises; 2:;leadership; Definitions; Characteristics;of;quality;leaders; Leadership;concepts; 7;habits;of;highly;effective;people; Ethics; Deming;philosophy; Role;of;tqm;leaders; Implementation; Quality;control; Core;values,;concepts,;and;framework; Quality;statements; Strategic;planning; Communications; Decision;making; Tqm;exemplary;organization; Exercises; 3:;customer;satisfaction; Introduction; Who;is;the;customer?; Customer;perception;of;quality; Feedback; Using;customer;complaints; Service;quality; Translating;needs;into;requirements; Customer;retention; Additional;comments; Tqm;exemplary;organization; Exercises; 4:;employee;involvement; Introduction; Motivation; Employee;surveys; Empowerment; Teams; Suggestion;system; Recognition;and;reward; Gainsharing; Performance;appraisal; Unions;and;employee;involvement; Benefits;of;employee;involvement; Additional;comments; Tqm;exemplary;organization; Exercises; 5:;continuous;process;improvement; Introduction; Process; Juran;trilogy; Improvement;strategies; Types;of;problems; Pdsa;cycle; Problem-solving;method; Kaizen; Reengineering; Six-sigma; Tqm;exemplary;organization; Exercises; 6:;supplier;partnership; Introduction; Principles;of;customer/supplier;relations; Partnering; Sourcing; Supplier;selection; Supplier;certification; Supplier;rating; Relationship;development; Tqm;exemplary;organization; Exercises; 7:;performance;measures; Introduction; Basic;concepts; Strategy; Performance;measure;presentation; Quality;costs; Malcolm;baldrige;national;quality;award; Tqm;exemplary;organization; Exercises.;Part;2:;tools;and;techniques; 8:;benchmarking; Introduction; Benchmarking;defined; Reasons;to;benchmark; Process; Deciding;what;to;benchmark; Understanding;current;performance; Planning; Studying;others; Learning;from;the;data; Using;the;findings; Pitfalls;and;criticisms;of;benchmarking; Tqm;exemplary;organization; Exercises; 9:;information;technology; Introduction; History; Computers;and;the;quality;function; Internet;and;other;electronic;communication; Information;quality;issues; Technologies;of;the;future; Conclusion; Tqm;exemplary;organization; Exercises; 10:;quality;management;systems; Introduction; Benefits;of;iso;registration; Iso;9000;series;of;standards; Sector-specific;standards; Iso;9001;requirements; Implementation; Documentation; Writing;the;documents; Internal;audits; Registration; Closing;comments; Tqm;exemplary;organization; Exercises; 11:;environmental;management;system; Introduction; Iso;14000;series;standards; Concepts;of;iso;14001; Requirements;of;iso;14001; Benefits;of;ems; Integrating;iso;14000;with;iso;9000; Relationship;to;health;and;safety; Additional;comments; Tqm;exemplary;organization; Exercises; 12:;quality;function;deployment; Introduction; Qfd;team; Benefits;of;qfd; Voice;of;the;customer; Organization;of;information; House;of;quality; Building;a;house;of;quality; Qfd;process; Examples; Conclusion; Tqm;exemplary;organization; Exercises; 13:;quality;by;design; Introduction; Rationale;for;implementation; Benefits; Teams; Communication;models; Implementation; Tools; Misconceptions;and;pitfalls; Tqm;exemplary;organization; Exercises; 14:;failure;mode;and;effect;analysis; Introduction; Reliability; Reliability;requirements; Failure;rate; Intent;of;fmea; Fmea;team; Fmea;documentation; Stages;of;fmea; Design;fmea;document; Process;fmea;document; Other;types;of;fmea; Example;of;fmea;document;preparation; Tqm;exemplary;organization; Exercises.;15:;products;liability; Introduction; History; Product;safety;law; Products;liability;law; Defenses; Proof;and;the;expert;witness; Financial;loss; Future;of;products;liability; Prevention; Tqm;exemplary;organization; Exercises; 16:;total;productive;maintenance; Introduction; Plan; Learning;the;new;philosophy; Promoting;the;philosophy; Training; Improvement;needs; Goal; Developing;plans; Autonomous;work;groups; Summary; Examples; Tqm;exemplary;organization; Exercises; 17:;management;tools; Introduction; Why,;why; Forced;field;analysis; Nominal;group;technique; Affinity;diagram; Interrelationship;digraph; Tree;diagram; Matrix;diagram; Prioritization;matrices; Process;decision;program;chart; Activity;network;diagram; Summary; Tqm;exemplary;organization; Exercises; 18:;statistical;process;control; Introduction; Pareto;diagram; Process;flow;diagram; Cause-and-effect;diagram; Check;sheets; Histogram; Statistical;fundamentals; Introduction;to;control;charts; Variable;control;charts; State;of;control; Out-of-control;process; Process;capability; Different;control;charts;for;variables; Control;charts;for;attributes; Scatter;diagrams; Summary; Tqm;exemplary;organization; Exercises; 19:;experimental;design; Introduction; Basic;statistics; Hypotheses; T;test; F;test; One;factor;at;a;time; Orthogonal;design; Point;and;interval;estimate; Two;factors; Full;factorials; Fractional;factorials; Examples; Conclusion; Tqm;exemplary;organization; Exercises; 20:;taguchi's;quality;engineering; Introduction; Loss;function; Orthogonal;arrays; Signal-to-noise;(s/n);ratio; Parameter;design; Tolerance;design; Conclusion; Tqm;exemplary;organization; Exercises; Appendix; Table;a:;control;chart;factors; Table;b:;critical;values;of;t;distribution; Table;c-1:;critical;values;of;f;distribution;(cx;=;0-1); Table;c-2:;critical;values;of;f;distribution;(cx;=;0-05); Table;c-3:;critical;values;of;f;distribution;(cx;=;0-01); Table;d:;orthogonal;arrays; References; Index.