04374cam a2200265   4500001000500000005001700005008003900022010001700061020003500078020003800113082001700151100003700168245009000205250001200295260004100307300003500348504005100383505297900434520056903413650002903982650003004011700001604041700002304057700002804080753620181127183825.0070205s2007    maua     b    001 0 eng  a  2007003786  a1405142790 (pbk. : alk. paper)  a9781405142793 (pbk. : alk. paper)00a658.5/62222  aDale, Barrie G. bcdeeditorq00aManaging quality /cedited by Barrie G. Dale, Ton van der Wiele and Jos van Iwaarden.  a5th ed.  aMalden, MA :bBlackwell Pub.,c2007.  axxix, 610 p. :bill. ;c25 cm.  aIncludes bibliographical references and index.  aCover; Title Page; Copyright Page; Contents; List of  figures; List of tables and boxes; List of standards;  List of abbreviations; List of contributors; Preface;  Part 1 The Development, Introduction and Sustaining of  Total Quality Management (TQM); Chapter 1 TQM: An  Overview; Introduction; What is Quality?; Why is Quality  Important?; The Evolution of Quality Management; The Key  Elements of TQM; Summary: Developing TQM; Chapter 2 The  Role of Management in TQM; Introduction; The Need for  Senior Managers to Get Involved in TQM; What Senior  Managers Need to Know about TQM. What Senior Managers  Need to Do about TQMThe Role of Middle Managers; The Role  of First-Line Managers; Summary; Chapter 3 The Received  Wisdom on TQM; Introduction; Crosby; Deming; Feigenbaum;  Juran; Are the Approaches of these Gurus Different?;  Imai; Ishikawa; Shingo; Taguchi; Japanese-Style Total  Quality; Summary; Chapter 4 The Introduction of TQM;  Introduction; Change and Continuous Improvement; Forces  for Change; How Do Companies Get Started?; Approaches to  TQM; Summary; Chapter 5 A Framework for the Introduction  of TQM; Introduction; Organizing; Systems and Techniques.  Measurement and FeedbackChanging the Culture; Use of the  Framework; Summary and Outcomes; Chapter 6 Levels of TQM  Adoption; Introduction; Level 1 -- Uncommitted; Level 2 -- Drifters; Level 3 -- Tool-Pushers; Level 4 -- Improvers; Level 5 -- Award-Winners; Level 6 -- World-Class; Summary; Chapter 7 Sustaining TQM;  Introduction; TQM Sustaining Audit Tool: Development and  Methodology; Category 1 -- Internal/External Environment; Category 2 -- Management Style; Category 3 -- Policies; Category 4 -- Organization Structure; Category 5 -- Process of Change; Summary; Part 2 The Business Context  of TQM. Chapter 8 Policy DeploymentIntroduction;  Definitions: Policy Deployment; What is Policy  Deployment?; What Policy Deployment is Not; The Policy  Deployment Process; A Check-Reflect-Improve-Scrutinize- Pass (CRISP) Approach to Policy Deployment; Summary;  Chapter 9 Quality Costing; Introduction; Definition and  Categorization of Quality Costs; Collecting Quality  Costs; Some Cost Aspects of Manufacturing Industry;  Reporting Quality Costs; Uses of Quality Costs; Summary;  Chapter 10 Managing People; Introduction; QM: The HR  Concerns; The Two Sides of QM; QM and the Management of  People. HR Policies and PracticesEmployee Involvement;  Organizational Culture; Diversity; Training and  Education; Selection; Appraisal; Pay; Employee Well- Being; Industrial Relations; Employment Security;  Integration; Summary; Chapter 11 Managing Service  Quality; Introduction; The Service Environment; Defining  Service Quality; The Role of Personnel in Service  Delivery; Service Delivery; Summary; Chapter 12 Supplier  Development; Introduction; Long-Term Issues of  Partnership; Barriers to Developing Partnerships;  Conditions of Partnership; The Issues to be Considered in  Partnership.grt  aManaging Quality, Fifth Edition is an essential resource  for students and practitioners alike. This popular and  highly successful introduction to Quality Management has  been fully revised and updated to reflect recent  developments in the field Includes new chapters on  Improvement Approaches, Six Sigma, and new challenges in  Quality Management Combines the latest information on the  ISO 9000 quality management system series standards with  up-to-date tools, techniques and quality systems Material  has been re-ordered and changes to terminology have bee. 0aEngineeringxManagement. 0aTotal quality management.1 aDale, B. G.1 aIwaarden, Jos van.1 aWiele, Anthony van der.