Total Quality Management (5th Edition)

Description

Over the years, Total Quality Management has become very important for improving a firm’s processing capabilities to sustain competitive advantages. And in the last few years, the world has gone through many major changes in terms of information technology, quality system standards, customer satisfaction levels, economic changes, approaches of the government, and political alignments on the national and international level. Keeping these developments in mind, Total Quality Management, 5e has been revised to focus on encouraging a continuous flow of incremental improvements from the bottom of the organization’s hierarchy.

Key Features

• New TQM Exemplary Examples include Indian Space Research Organization (ISRO), Unique Identification Authority of India (UIDAI), Narayana Heath, and Ashok Leyland
• Information about Zero Defect and Effect (ZED) program to make the readers aware of the quality movement in India
• New concepts such as Hoshin Kanri and Line of Sight
• Updated discussion on satisfaction surveys in India, American Customer Satisfaction Index (ACSI) and other customer satisfaction standards, Net Promoter Score (NPS), Industry 4.0 capturing the IT revolution and evolution of TQM
• ISO 9001: 2015 international standards included

Table of Contents

1. Introduction
2. Leadership
3. Customer Satisfaction
4. Employee Involvement
5. Continuous Process Improvement
6. Supplier Partnership
7. Performance Measures
8. Benchmarking
9. Information Technology
10. Quality Management Systems
11. Environmental and Occupational Health and Safety Management System
12. Quality Function Deployment
13. Quality by Design
14. Failure Mode and Effect Analysis
15. Products Liability
16. Total Productive Maintenance
17. Management Tools
18. Statistical Process Control
19. Experimental Design
20. Taguchi’s Quality Engineering