Test Bank for Quality Management for Organizational Excellence, 8th Edition, David L. Goetsch, Stanley Davis, ISBN-10: 0133791858, ISBN-13: 9780133791853
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Test Bank for Quality Management for Organizational Excellence, 8th Edition, David L. Goetsch, Stanley Davis, ISBN-10: 0133791858, ISBN-13: 9780133791853
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Test Bank for Quality Management for Organizational Excellence, 8th Edition, David L. Goetsch, Stanley Davis, ISBN-10: 0133791858, ISBN-13: 9780133791853
Table of Contents
I PHILOSOPHY AND CONCEPTS 1
1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence 3
2. Quality and Global Competitiveness 21
3. Strategic Management: Planning and Execution for Competitive Advantage 36
4. Quality Management, Ethics, and Corporate Social Responsibility 53
5. Partnering and Strategic Alliances 68
6. Quality Culture: Changing Hearts, Minds, and Attitudes 82
7. Customer Satisfaction, Retention, and Loyalty 96
8. Employee Empowerment 113
9. Leadership and Change 124
10. Team Building and Teamwork 147
11. Effective Communication 165
12. Education and Training 184
13. Overcoming Politics, Negativity, and Conflict in the Workplace 208
14. ISO 9000 and Total Quality: The Relationship 232
II TOOLS AND TECHNIQUES 243
15. Overview of Total Quality Tools 245
16. Problem Solving and Decision Making 279
17. Quality Function Deployment 296
18. Optimizing and Controlling Processes through Statistical Process Control 312
19. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More 341
20. Benchmarking 369
21. Just-in-Time/Lean Manufacturing (JIT/Lean) 384
22. Implementing Total Quality Management 417
Index 443
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