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Total Quality Management, 5/e


Total Quality Management, 5/e
Author(s)  Dale H. Besterfield, Rashmi Urdhwareshe, Hemant Urdhwareshe, Glen H. Besterfield, Mary Besterfield-Sacre and Carol Besterfield-Michna
ISBN  9789353066314
Imprint  Pearson Education
Copyright  2019
Pages  648
Binding  Paperback
List Price  Rs. 845.00
  
 
 

Over the years, total quality management has become very important for improving a firm's processing capabilities to sustain competitive advantages. And in the last few years, the world has gone through many major changes in terms of information technology, quality system standards, customer satisfaction levels, economic changes, approaches of the government, and political alignments on the national and international level. Keeping these developments in mind, Total Quality Management, 5e has been revised to focus on encouraging a continuous flow of incremental improvements from the bottom of the organization's hierarchy.
 
  • Contents
  • Features
  • Downloadable Resources

 


1) Introduction


2) Leadership


3) Customer Satisfaction


4) Employee Involvement


5) Continuous Process Improvement


6) Supplier Partnership


7) Performance Measures


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


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 New TQM Exemplary Examples include Indian Space Research Organization (ISRO), Unique Identification Authority of India (UIDAI), Narayana Heath, and Ashok Leyland


·         Information about Zero Defect and Effect (ZED) program to make the readers aware of the quality movement in India


·         New concepts such as Hoshin Kanri and Line of Sight


·         Updated discussion on satisfaction surveys in India, American Customer Satisfaction Index (ACSI) and other customer satisfaction standards, Net Promoter Score (NPS), Industry 4.0 capturing the IT revolution and evolution of TQM


·         ISO 9001: 2015 international standards included
 
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