Quality Management for Organizational Excellence: Introduction to Total Quality, 9th edition

PART I: PHILOSOPHY AND CONCEPTS

1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence
2. Quality and Global Competitiveness
3. Strategic Management: Planning and Execution for Competitive Advantage
4. Quality Management, Ethics, and Corporate Social Responsibility
5. Partnering and Strategic Alliances
6. Quality Culture: Changing Hearts, Minds, and Attitudes
7. Customer Satisfaction, Retention, and Loyalty
8. Employee Empowerment
9. Leadership and Change
10. Team Building and Teamwork
11. Effective Communication
12. Education and Training
13. Overcoming Politics, Negativity, and Conflict in the Workplace
14. ISO 9000 and Total Quality: The Relationship

PART II: TOOLS AND TECHNIQUES

15. Overview of Total Quality Tools
16. Problem Solving and Decision Making
17. Quality Function Deployment
18. Optimizing and Controlling Processes Through Statistical Process Control
19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More
20. Benchmarking
21. Just-in-Time/Lean Manufacturing (JIT/Lean)
22. Implementing Total Quality Management