ABSTRACT
This volume provides the understanding and the means needed to achieve complete systematic quality control of goods and services in any type of organisation. It also shows how to meet or exceed clients' quality expectations, structure management systems to encourage business growth and adapt to changing needs, ensure continuous quality improvement and increase efficiency and effectiveness. The book explains the theory of total quality and demonsrates its practical applications, elucidates the relationships among all company departments and their effects on pursuit of excellence and presents several powerful problem solving techniques. An essential resource for quality improvement, quality control, business, human resource and industrial engineering managers, chief executive officers of product and service orientated firms and graduates in these disciplines.
TABLE OF CONTENTS
part 1|16 pages
Quality Precepts and Quality System Principles
part 2|58 pages
Pathway to Excellence (Quality Culture and System Development Process)
part 3|44 pages
Quality System Desk Reference
section 1|2 pages
Quality System
section 2|4 pages
Quality Focus
section 3|5 pages
Quality Assessment (Assurance)
section 4|6 pages
Quality Ensurance
section 5|4 pages
Human Resource Management
section 6|5 pages
Product and Service Development and Change
section 7|3 pages
Marketing
section 8|5 pages
Procurement
section 9|4 pages
Process Management
section 10|1 pages
Records Management
section 11|4 pages
Problems/Concerns
section 12|4 pages
Financial and Accounting Information Management
section 13|3 pages
Customer Satisfaction