Includes bibliographical references (p. 631-633) and index.

Preface -- Part 1: Principles And Practices -- 1: Introduction -- Definition -- Basic approach -- Gurus of TQM -- TQM framework -- Awareness -- Defining quality -- Historical review -- Obstacles -- Benefits of TQM -- TQM exemplary organization -- Exercises -- 2: Leadership -- Definitions -- Characteristics of quality leaders -- Leadership concepts -- 7 habits of highly effective people -- Ethics -- Deming philosophy -- Role of TQM leaders -- Implementation -- Quality control -- Core values, concepts, and framework -- Quality statements -- Strategic planning -- Communications -- Decision making -- TQM exemplary organization -- Exercises -- 3: Customer Satisfaction -- Introduction -- Who is the customer? -- Customer perception of quality -- Feedback -- Using customer complaints -- Service quality -- Translating needs into requirements -- Customer retention -- Additional comments -- TQM exemplary organization -- Exercises -- 4: Employee involvement -- Introduction -- Motivation -- Employee surveys -- Empowerment -- Teams -- Suggestion system -- Recognition and reward -- Gainsharing -- Performance appraisal -- Unions and employee involvement -- Benefits of employee involvement -- Additional comments -- TQM exemplary organization -- Exercises -- 5: Continuous process improvement -- Introduction -- Process -- Juran trilogy -- Improvement strategies -- Types of problems -- PDSA cycle -- Problem-solving method -- Kaizen -- Reengineering -- Six-Sigma -- TQM exemplary organization -- Exercises -- 6: Supplier partnership -- Introduction -- Principles of customer/supplier relations -- Partnering -- Sourcing -- Supplier selection -- Supplier certification -- Supplier rating -- Relationship development -- TQM exemplary organization -- Exercises -- 7: Performance measures -- Introduction -- Basic concepts -- Strategy -- Performance measure presentation -- Quality costs -- Malcolm Baldrige National Quality Award -- TQM exemplary organization -- Exercises --

Part 2: Tools And Techniques -- 8: Benchmarking -- Introduction -- Benchmarking defined -- Reasons to benchmark -- Process -- Deciding what to benchmark -- Understanding current performance -- Planning -- Studying others -- Learning from the data -- Using the findings -- Pitfalls and criticisms of benchmarking -- TQM exemplary organization -- Exercises -- 9: Information Technology -- Introduction -- History -- Computers and the quality function -- Internet and other electronic communication -- Information quality issues -- Technologies of the future -- Conclusion -- TQM exemplary organization -- Exercises -- 10: Quality management systems -- Introduction -- Benefits of ISO registration -- ISO 9000 series of standards -- Sector-specific standards -- ISO 9001 requirements -- Implementation -- Documentation -- Writing the documents -- Internal audits -- Registration -- Closing comments -- TQM exemplary organization -- Exercises -- 11: Environmental management system -- Introduction -- ISO 14000 series standards -- Concepts of ISO 14001 -- Requirements of ISO 14001 -- Benefits of EMS -- Integrating ISO 14000 with ISO 9000 -- Relationship to health and safety -- Additional comments -- TQM exemplary organization -- Exercises -- 12: Quality function deployment -- Introduction -- QFD team -- Benefits of QFD -- Voice of the customer -- Organization of information -- House of quality -- Building a house of quality -- QFD process -- Examples -- Conclusion -- TQM exemplary organization -- Exercises -- 13: Quality by design -- Introduction -- Rationale for implementation -- Benefits -- Teams -- Communication models -- Implementation -- Tools -- Misconceptions and pitfalls -- TQM exemplary organization -- Exercises -- 14: Failure mode and effect analysis -- Introduction -- Reliability -- Reliability requirements -- Failure rate -- Intent of FMEA -- FMEA team -- FMEA documentation -- Stages of FMEA -- Design FMEA document -- Process FMEA document -- Other types of FMEA -- Example of FMEA document preparation -- TQM exemplary organization -- Exercises --

15: Products liability -- Introduction -- History -- Product safety law -- Products liability law -- Defenses -- Proof and the expert witness -- Financial loss -- Future of products liability -- Prevention -- TQM exemplary organization -- Exercises -- 16: Total productive maintenance -- Introduction -- Plan -- Learning the new philosophy -- Promoting the philosophy -- Training -- Improvement needs -- Goal -- Developing plans -- Autonomous work groups -- Summary -- Examples -- TQM exemplary organization -- Exercises -- 17: Management tools -- Introduction -- Why, why -- Forced field analysis -- Nominal group technique -- Affinity diagram -- Interrelationship digraph -- Tree diagram -- Matrix diagram -- Prioritization matrices -- Process decision program chart -- Activity network diagram -- Summary -- TQM exemplary organization -- Exercises -- 18: Statistical process control -- Introduction -- Pareto diagram -- Process flow diagram -- Cause-and-effect diagram -- Check sheets -- Histogram -- Statistical fundamentals -- Introduction to control charts -- Variable control charts -- State of control -- Out-of-control process -- Process capability -- Different control charts for variables -- Control charts for attributes -- Scatter diagrams -- Summary -- TQM exemplary organization -- Exercises -- 19: Experimental design -- Introduction -- Basic statistics -- Hypotheses -- t Test -- F Test -- One factor at a time -- Orthogonal design -- Point and interval estimate -- Two factors -- Full factorials -- Fractional factorials -- Examples -- Conclusion -- TQM exemplary organization -- Exercises -- 20: Taguchi's quality engineering -- Introduction -- Loss function -- Orthogonal arrays -- Signal-to-noise (S/N) ratio -- Parameter design -- Tolerance design -- Conclusion -- TQM exemplary organization -- Exercises -- Appendix -- Table A: Control chart factors -- Table B: Critical values of t distribution -- Table C-1: Critical values of F distribution (cx = 0-1) -- Table C-2: Critical values of F distribution (cx = 0-05) -- Table C-3: Critical values of F distribution (cx = 0-01) -- Table D: Orthogonal arrays -- References -- Index.

Presenting sufficient theory to ensure a sound understanding of basic concepts, this progressive book provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-encompassing, single-volume review that covers not only the principles and practices, but also the tools and techniques. The volume covers principles and practices of quality management, and outlines tools and techniques such as benchmarking, information technology, quality management systems, environmental management systems, quality function deployment, quality by design, products liability, process control and Taguchi's quality engineering. For quality management professionals and trainers.

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