Goetsch, David L. <br/><br/>
Quality management :  introduction to total quality management for production, processing, and services / 
David L. Goetsch, Stanley B. Davis. 
 - 5th ed. 
 - Upper Saddle River, NJ :  Pearson Prentice Hall,  2006. 
 - xviii, 814 p. : ;  23 cm. 
<br/><br/> An instructor's resource manual and a set of transparency masters are available to supplement the text.   Rev. ed. of: Introduction to total quality / David L. Goetsch, Stanley B. Davis. 
<br/><br/>Ch. 1. The total quality approach to quality management -- Ch. 2. Quality and global competitiveness -- Ch. 3. Strategic management : planning and execution for competitive advantage -- Ch. 4. Quality management, ethics, and corporate social responsibility -- Ch. 5. Partnering and strategic alliances -- Ch. 6. Quality culture : changing hearts, minds, and attitudes -- Ch. 7. Customer satisfaction, retention, and loyalty -- Ch. 8. Employee empowerment -- Ch. 9. Leadership and change -- Ch. 10. Team building and teamwork -- Ch. 11. Effective communication -- Ch. 12. Education and training -- Ch. 13. Overcoming politics, negativity, and conflict in the workplace -- Ch. 14. ISO 9000 and total quality : the relationship -- Ch. 15. Overview of total quality tools -- Ch. 16. Problem solving and decision making -- Ch. 17. Quality function deployment (QFD) -- Ch. 18. Optimizing and controlling processes through statistical process control (SPC) -- Ch. 19. Continual improvement.   Ch. 20. Benchmarking -- Ch. 21. Just-in-time manufacturing (JIT) -- Ch. 22. Implementing total quality management. 
<br/><br/>
<br/><br/><label>ISBN: </label>0131971344 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management.