04409nam a2200109Ia 4500 1342 1342 978-8131732274 BESTERFIELD,DALE H TOTAL QUALITY MANAGEMENT PEARSON Introduction Shewhart Ronald Fisher Deming Duran Feigenbaum Ishikawa Crosby Taguchi TQM Framework Awareness Defining Quality Historical Review Obstacles Lack of Management Commitment Inability to Change Organizational Culture Improper Planning Lack of Continuous Training and Education Incompatible Organizational Structure and Isolated Individuals and Departments Ineffective Measurement Techniques and Lack of Access to Data and Results Paying Inadequate Attention to internal and External Customers Inadequate Use of Empowerment and Teamwork Failure to Continually Improve Benefits of TQM TQM Exemplary Organization Leadership Leadership Concepts The 7 Habits of Highly Effective People Be Proactive : Begin with the End in Mind : Put First Things First : Think Win-Win Seek First to Understand, Then to Be Understood The Deming Philosophy Create and Publish the Aims and Purposes of the Organization Learn the New Philosophy . Understand the Purpose of Inspection . Stop Awarding Business Based on Price Alone . Improve Constantly and Forever the System . Institute Training . Teach and Institute Leadership . Drive Out Fear, Create Trust, and Create a Climate for Innovation . Optimize the Efforts of Teams, Groups, and Staff Areas . Eliminate Exhortations for the Work Force Eliminate Numerical Quotas for the Work Force . Eliminate Management by Objective Remove Barriers That Rob People of Pride of Workmanship . Encourage Education and Self-Improvement for Everyone Public Responsibility and Citizenship, Focus on Results and Creating Value, Systems Perspective , Quality Statements , Vision Statement , Mission Statement , Quality Policy Statement , Strategic Planning , Goals and Objectives , Seven Steps to Strategic Planning, Annual Quality Improvement Program , Communications , Interactive , Formal , Decision Making , Leadership Survey , TQM Exemplary Organization , Customer Satisfaction Chapter Objectives , Introduction , Who is the Customer? , Customer Perception of Quality , Performance , Features , Service , Customer Questionnaire , Focus Groups , Toll-Free Telephone Numbers , Customer Visits , Report Card , The Internet and Computers , Employee Feedback , Mass Customization , The American Customer Satisfaction Index , Customer Satisfaction Surveys in India , Using Customer Complaints , Service Quality Front-Line People Leadership by Example Additional Comments , Translating Needs into Requirements , Customer Retention , Additional Comments , TQM Exemplary Organization , Employee Involvement Maslow's Hierarchy of Needs , Herzberg's Two-Factor Theory , Employee Wants , Achieving a Motivated Work Force , Employee Surveys , Empowerment , Teams , Characteristics of Successful Teams , Team Member Roles , Effective Team Meetings , Stages of Team Development , Ten Common People Problems and Their Solutions Common Barriers to Team Progress , Training , Continuous Process Improvement, Improvement Strategies , Repair , Refinement , Renovation , Reinvention , Additional Comments , Types of Problems , Compliance, Unstructured , Efficiency , Process Design , Product Design , The PDSA Cycle, Problem-Solving Method, Kaizen , Reengineering , Six-Sigma , Statistical Aspects , , Supplier Partnership Chapter Objectives Principles of Customer/Supplier Relations Partnering , Sourcing , Supplier Selection , Supplier Certification , Supplier Rating Improvement Strategies The PDSA Cycle , Supplier Partnership, Performance Measures Tools and Techniques Benchmarking Information Technology Computers and the Quality Function Data Collection Data Analysis, Reduction, and Reporting The Internet and Other Electronic Communication Intranet , Instant Messaging , Video Conferencing , Web Conferencing and Webinars , Virtual Teaming , Document Management , E-Learning , Information Quality Issues ,Quality management systems, Environmental management system, Quality function development ,Quality by design, Failure mode and effect analysis , products liability , total productive maintenance , Management tools. Statistical process control . experimental design , Taguchi’s quality engineering BK 0 0 0 0 MIIMLIB MIIMLIB REFERENCE BOOKS 2019-02-11 499.00 0 658.562 1342 2019-02-11 2019-02-11 RFBK