This groundbreaking book unites total quality and reengineering into one integrated management approach to positively impact an organization to survive and compete in the twenty-first century. The author clearly explains many trends in management practices, such as activity-based costing, activity-based management, and mass customization. He integrates them into a unique, global approach that introduces his new idea of the total quality triad and QVALITY (quality, volume, administration, location, interrelationships/image, timely, and yield) and ACE concepts. This approach aims for the mutual satisfaction of the shareholders, customers, and people associated with your organization.
Foreword
Preface
Acknowledgments
Part I : The Foundation of Total Quality
Chapter 1 : The Management Revolution
Chapter 2 : Total Quality in 3-D
Chapter 3 : Traditional Management and TQM
Chapter 4 : Continuous Improvement and Reengineering
Chapter 5 : TQM in Services: How It Relates to TQM in Manufacturing
Chapter 6 : How to Implement Total Quality Management
Part II : Practicing TQM
Chapter 7 : The Human Aspect of Total Quality
Chapter 8 : Planning for Total Quality
Chapter 9 : Organizing for Total Quality
Chapter 10 : Total Quality Assessment and Control
Chapter 11 : Total Quality Assurance and Standardization
Section 1 : Total Quality Assurance
Section 2 : Standardization
Chapter 12 : Total Quality and the ISO 9000 Standards
Chapter 13 : Total Quality Management Practices
Epilogue: The Path to Total Quality
Appendices
Appendix A : Implementing TQM at Stanford Inc.
Appendix B : Excerpt from Canadian General Standards Board Quality Assessment Program Manual
Appendix C : Case Study: Theory and Application of TQM-TQM at AT&T Transmission Systems
Appendix D : Case Study: QVALITY Improvement Program at Armstrong World Industries
Glossary
Index
