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The Essence of total quality management

Author: Bank, John Publisher: Prentice Hall, 1998.Language: EnglishDescription: 215 p. ; 22 cm.ISBN: 9814024627Type of document: BookBibliography/Index: Includes index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HD62.15 .B36 1998
(Browse shelf)
Available 900094800
Total holds: 0

Includes index


The essence of total quality management Preface Acknowledgements 1 Focus on the customer The customer as king Consumer power Customer care the American way Disregarding the customer Relationship marketing Notes xi xvii 2 Core concepts of total quality management Quality for profit Right first time Cost of quality Competitive benchmarking Everyone is involved Synergy in team work Ownership and elements of self-management Managers as role models Recognition and rewards The quality delivery process Notes 3 Learning from the quality gurus W. Edwards Deming Joseph M. Juran Karou Ishikawa Philip B. Crosby William E. Conway Notes Cutting the cost of quality Case study of the space shuttle Challenger accident Cost of quality Cost of quality examples Notes Case studies of total quality management Changing the company culture British Airways - new routes to customer service IBM - creating a quality policy and plan Xerox Corporation - using TQM as a competitive strategy Paul Revere Insurance Group - TQM in a paper and ideas business Royal Mail - projects for TQM Notes Tools and techniques of total quality management Techniques for analysing a quality process Statistical process control Organized problem solving Problem-solving tools Notes Avoiding the hype Further reading Conclusion Notes Total quality management in Singapore Index

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