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Total quality and organization development

Author: Lindsay, William M. ; Petrick, Joseph A. Series: Total quality series Publisher: St. Lucie, 1997.Language: EnglishDescription: 390 p. : Graphs/Ill. ; 24 cm.ISBN: 1884015220Type of document: BookBibliography/Index: Includes index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HD6954 .L563 1997
(Browse shelf)
001261165
Available 001261165
Total holds: 0

Includes index

Digitized

Total Quality and Organization Development Contents Series Preface xi Authors' Preface xiii The Series Editor xvi The Authors xvii 1 Why Total Quality and Organization Development? ................... 1 The Nature of Organization Development 3 Organizational Issues Reshaping the Organization Development Environment 5 History and Approaches to Organization Development in the United States 10 Human Resource Management, Organization Theory, and Total Quality 16 The House of Total Quality: An Organization Development Opportunity 19 Ethical Work Culture and Expanded Organization Development Roles 26 Total Quality Management Standards and the House of Total Quality 31 Organization Development, Human Resource Management, and the Total Quality Difference 32 Barriers and Responses to Total Quality Organization Development Implementation 39 Review Questions 42 Discussion Questions 42 Endnotes 43 Abstracts 47 Case Study: GTE Directories Company 50 2 Overview of Total Quality ........................................................ 53 The Concept of Total Quality 53 History of Total Quality 59 Three Streams of Quality History 62 The Era of the Quality Gurus 70 Review Questions 81 Discussion Questions 82 Endnotes 82 Abstract 87 3 Customer Satisfaction: TQ and OD Strategy Dimensions ......... 89 Total Quality Business Strategy 90 Total Quality Business Strategy Planning 93 Total Quality Business Strategy Management 118 Total Quality Organization Development Strategy 125 Total Quality Organization Development Strategy Planning 129 Total Quality Organization Development Strategy Management 131 Endnotes 133 Abstracts 140 Case Study: Zytec Corporation 142 Exercise 3.1. Practitioner Assessment Instrument: Organizational Quality and Sustainable Productivity Assessment 145 4 Continuous Improvement: TQ and OD Process Dimensions ....................................................................... 153 Total Quality Business Process Improvement 154 Total Quality Business Process Planning 159 Total Quality Business Process Management 162 Total Quality Organization Development Process Improvement 167 Total Quality Organization Development Process Planning 167 Total Quality Organization Development Process Management 178 Review Questions 185 Discussion Questions 186 Endnotes 187 Abstracts 190 Case Study: Mercy Hospital 194 Exercise 4.1. Practitioner Assessment Instrument: Organization Process Climate 204 Total Quality Business Projects 210 Total Quality Business Project Planning 213 Total Quality Business Project Management 220 Total Quality Organization Development Projects 228 Total Quality Organization Development Project Planning 230 Total Quality Organization Development Project Management 245 Review Questions 252 Discussion Questions 252 5 Speaking with Facts: TQ and OD Project Dimensions ............ 209 Endnotes 253 Case Study: The Mustang Rides Again at Ford 256 Exercise 5.1. Practitioner Assessment Instrument: Empowerment Readiness Assessment 258 6 Respect for People: TQ and OD Performance Dimensions ....... 261 Total Quality Business Performance 261 Total Quality Business Performance Planning 265 Total Quality Business Performance Management 269 Total Quality Organization Development Performance 278 Total Quality Organization Development Performance Planning 282 Total Quality Organization Development Performance Management 288 Conclusion 294 Review Questions 294 Discussion Questions 294 Endnotes 295 Case Study: ATandT Universal Card Services 300 Exercise 6.1. Practitioner Assessment Instrument: Ethical Work Culture Assessment 305 7 Total Quality OD Implementation: The Transforming Process ............................................................................... 309 Guidelines for Implementation 310 Total Quality Integrated Implementation Model for Managing an Organization Development Change Process 311 Quality Function Deployment: An Integrated Implementation Tool 326 Barriers to Total Quality Implementation 333 Implementing Planned Change Through Organization Development at Midvalley Electric 340 International Quality Factors in Implementation 348 Contingencies of Implementation 361 Review Questions 364 Discussion Questions 364 Endnotes 365 Abstracts 368 Case Study: Joy Industries 375 Index ........................................................................................ 381

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