04447cam a2200289 4500 7536 20181127183825.0 070205s2007 maua b 001 0 eng 2007003786 1405142790 (pbk. : alk. paper) 9781405142793 (pbk. : alk. paper) 658.5/62 22 Dale, Barrie G. editor Managing quality / edited by Barrie G. Dale, Ton van der Wiele and Jos van Iwaarden. 5th ed. Malden, MA : Blackwell Pub., 2007. xxix, 610 p. : ill. ; 25 cm. Includes bibliographical references and index. Cover; 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. Managing 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. Engineering Management. Total quality management. Dale, B. G. Iwaarden, Jos van. Wiele, Anthony van der. 6448 6448 0 0 ddc 0 0 MAIN RTCLIB RTCLIB MAIN 11492 0 658.5 DAL 30011869 2018-11-27 00:00:00 2018-11-27 MAIN