Previous ed.: 2002.

Part 1: THE QUALITY SYSTEM. 1. Introduction to Quality. 2. Total Quality in Organizations. 3. Philosophies and Frameworks. Part 2: THE MANAGEMENT SYSTEM. 4. Focusing on Customers. 5. Leadership and Strategic Planning. 6. High-Performance Human Resource Practices. 7. Process Management. 8. Performance Measurement and Strategic Information Management. 9. Building and Sustaining Total Quality Organizations. Part 3: SIX SIGMA AND THE TECHNICAL SYSTEM. 10. Principles of Six Sigma. 11. Statistical Thinking and Applications. 12. Design for Six Sigma. 13. Tools for Process Improvement. 14. Statistical Process Control. Appendixes (Statistical Tables). Solutions.

Prepare for success in quality management today with this leading text's focus on the fundamental principles and emphasis on high performance management practices, such as those reflected in the Baldrige Criteria. Experienced leaders in the fields of quality management, these authors. Look no further for definitive resource for authoritative coverage of ISO 9000 certification, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards. A wealth of current examples from leading organizations reflect quality throughout the world as they emphasize the practical aspects of the book's managerial focus and pertinent technical topics. You can efficiently prepare to become an ASQ Certified Quality Manager as this edition covers most of the Body of Knowledge required for ASQ certification. It's everything you need, now and throughout your career, to ensure quality management success.