Perspectives in Total Quality studies customer response to corporate change in the quality era. Designed for practitioners, students, and academics, this book focuses on the current issues in total quality. Comprised of chapters written by leaders in their fields, they address topics such as global competition, ISO 9000, leadership development, customer focus, process management, and culture change.
General managers, quality managers, and quality professionals can use the book as a resource as it offers a contemporary look at how global competition through quality and reorganization will help organizations to compete and survive in the next century. The book will stimulate discussions in seminar courses as well as serve as a reference and source book for academic research topics.
List of Figures
List of Tables
List of Contributors
Acknowledgments
Introduction
Part I Customers
Chapter 1 : Building Advantage Through Customer Value
Chapter 2 : The Emerging Academic Research on The Link Between Total Quality Management and Corporate Financial Performance: A Critical Review
Chapter 3 : Academic Culture and the American Quality Movement: Linking Fundamental Research and Quality Practice
Part II Systems
Chapter 4 : High Performing Organizations
Chapter 5 : Organizational Culture and the Total Quality Organization
Chapter 6 : An Organizational Model for Implementing a Total Quality Management Systems
Part III Processes
Chapter 7 : Process Management and Process Reengineering
Chapter 8 : The Role of Process Managers and Understanding Process Variation
Chapter 9 : Design Quality and New Product Development
Chapter 10 : Product Development Speed and Quality: A New Set of Synergies?
Chapter 11 : Building the Lean Enterprise
Part IV Continuous Improvement and Assessment
Chapter 12 : Using the Baldrige Framework for Self-Assessment and Continuous Improvement
Chapter 13 : Using ISO 9000 and the European Quality Award Approach to Improve Competitiveness
Chapter 14 : The Competitive Advantages of The TQM Firm
Index
