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Total Quality Management: Text, Cases, and Readings, Third Edition [Paperback]

Joel E. Ross , Susan Perry
3.0 out of 5 stars  See all reviews (1 customer review)
List Price: CDN$ 94.39
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Book Description

June 25 1999 157444266X 978-1574442663 3
Acclaimed and used in over 200 colleges and universities around the country, Total Quality Management: Text, Cases and Readings has been completely revised and expanded to meet the growing demands and awareness for quality products and services in the competing domestic and global marketplaces.

Since the publication of the first and second editions of this book, interest in and acceptance of TQM has continued to accelerate around the world. This edition has been thoroughly revised, updated and expanded. Some of the changes are:

  • A new chapter on the emerging Theory of Constraints
  • Expanded treatment of Process Management
  • Eleven new readings
  • Ten new cases
  • Chapter examples of TQM at 12 Baldrige winning organizations
  • End of chapter recommendations for further reading
  • Revised and updated textual material

  • The Varifilm case is retained as a comprehensive study that illustrates good and not so good practices. Each chapter contains an exercise which provides the reader with an opportunity to apply TQM principles to the practices illustrated in each case.

    Based on sound principles, this practical book is an excellent text for organizational development programs aimed at practitioners responsible for developing and implementing TQM programs in their own service or manufacturing organizations.

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    Review

    …is a delightful modern text on applied management ideally suited for a one-semester course…Comprehensive…very readable book provides a balanced overview of TQM and will serve as an excellent addition to the literature on productivity improvement.
    --K. J. Constas, in CHOICE, Vol. 37, No. 9

    Inside This Book (Learn More)
    First Sentence
    Total quality management (TQM) is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. Read the first page
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    Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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    Most helpful customer reviews
    3.0 out of 5 stars Info Good, Cases Not May 12 2000
    By A Customer
    Format:Paperback
    The information contained in this book was strong. However, I was disappointed with the so-called cases. The cases include were only one or two page summaries. I was expecting full cases and details. I ended up wasting my time because the book was posted as having something that was not clearly defined.
    Was this review helpful to you?
    Most Helpful Customer Reviews on Amazon.com (beta)
    Amazon.com: 4.0 out of 5 stars  2 reviews
    4 of 5 people found the following review helpful
    3.0 out of 5 stars Info Good, Cases Not May 12 2000
    By A Customer - Published on Amazon.com
    Format:Paperback
    The information contained in this book was strong. However, I was disappointed with the so-called cases. The cases include were only one or two page summaries. I was expecting full cases and details. I ended up wasting my time because the book was posted as having something that was not clearly defined.
    1 of 1 people found the following review helpful
    5.0 out of 5 stars Good Quality Textbook May 25 2006
    By Elijah Chingosho - Published on Amazon.com
    Format:Paperback
    The book explains the concept of Total Quality Management which involves the integration of all functions and processes in any organisation to ensure that it achieves continuous improvement of its products and services to meet customer needs.

    Quality starts with understanding customer needs and ends when those needs are satisfied. Marketing processes establish the true requirements for the product or service. These must be communicated properly throughout the organisation in the form of specifications. Excellent communications between customers and suppliers is the key to a total quality performance - the organisation must establish feedback systems to gather customer information. Appropriate research techniques should be used to understand the "market" and keep close to customers and maintain the external perspective.

    All effective quality programmes have at their centre a very clear focus on customers. Delivering customer satisfaction is the primary goal for an organisation and the approach is inherently simple - listen to customers and respond to what they say. An organisation should have a wide range of methods for listening to their customers, ranging from market research to asking customers detailed questions about how they feel about a specific transaction with the organisation. From this data an organisation can built quantitative models of the drivers of customer satisfaction which enable them to ensure that internal measures are aligned with what customers really want.

    The cases reinforce the concepts discussed in the book which makes it valuable for those embarking on studies of TQM or those who need to learn how the concept can be applied in their organisation.
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