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Total Quality Management: Text, Cases, and Readings, Third Edition Paperback – Jun 25 1999


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Product Details

  • Paperback: 568 pages
  • Publisher: CRC Press; 3 edition (June 25 1999)
  • Language: English
  • ISBN-10: 157444266X
  • ISBN-13: 978-1574442663
  • Product Dimensions: 3 x 15.1 x 22.6 cm
  • Shipping Weight: 454 g
  • Average Customer Review: 3.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: #1,033,013 in Books (See Top 100 in Books)
  • See Complete Table of Contents


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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By A Customer on May 12 2000
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.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 2 reviews
4 of 5 people found the following review helpful
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
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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