Managing quality in America's most admired companies:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
San Francisco
Berrett-Koehler Publ. u.a.
1993
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 422 S. graph. Darst. |
| ISBN: | 0898061180 |
Internformat
MARC
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Datensatz im Suchindex
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| adam_text | Contents
Preface xi
Part I. Guidelines for Implementing Quality Management
The Malcolm Baldrige National Quality Award:
Design, Criteria and Application Review 1
Ten Critical Success Factors for Implementing Quality Management 11
Aligning Total Quality Management and the Corporate Culture 25
Leadership for Quality: Best Practices of Top Quality Companies 53
Business Process Analysis for Cross Functional Improvement 59
Measuring Customer Satisfaction: Linking Experience,
Expectations, and Desires 75
Statistical Measurement Techniques for Service Operations 85
Part II. Case Studies of Quality Management
in Leading Companies
Beverages
Anheuser Busch: The Strength of Tradition, the Power of People 95
Chemicals
Monsanto: Employee Empowerment through
Total Quality Management 103
Communications
Centex Telemanagement: Improving Client Service through Leadership 115
Octel Communications Corporation: Putting Metrics in Motion 123
Computers, Software
Xerox: A Leadership Approach to Total Customer Satisfaction 135
IBM Rochester: Market Driven Quality 141
Intelligent Electronics, Inc.: Building a Corporate Culture of
Service Quality Excellence 153
Novell, Inc.: Customer Driven and Loving It! 161
vii
Table of Contents
Delivery Service
Federal Express: The MBNQA is Our License to Practice 193
Diversified Financial
American Express Travel Related Services: A Human Resources
Approach to Managing Quality 205
AT T Universal Card Services: The Center of the Universe 213
Electronics, Appliances
Westinghouse: TQM Targets the Bottom Line 221
Whirlpool Corporation: Leadership is the Critical Success Factor
in a Quality Initiative 233
Furniture, Textiles
Springs Industries, Inc.: Quality through Improved Use of
Human Resources 241
Hotel and Convention Business
Hyatt Hotels and Resorts: Achieving Quality through Employee
and Guest Feedback Mechanisms 251
Marriott Corporation: Improved Customer Satisfaction
through Real Time Complaint Feedback and Resolution 261
The Ritz Carlton Hotel Company. Reducing Service Variability
with Human Resources Systems 269
Insurance
New York Life: Increasing Productivity and Quality through TQM 275
USAA: Employee Satisfaction Equals Customer Satisfaction 279
Metals
Reynolds Metals Company. Don t Forget the Basics! 289
Motor Vehicles
Cadillac Motor Car Using Simultaneous Engineering
to Ensure Quality and Continuous Improvement 293
Precision Instruments
3M: The Cultural Change at the Chico, California Plant 299
Photo Sonics, Inc.: Achieving Quality Results through
Vendor Site Surveys 307
SpaceLabs Medical, Inc.: Using Policies, Values, and Measurement
Systems to Ensure Quality 311
Steinway Sons: Quality through an Artisan Work Ethic 317
Table of Contents
Publishing, Information Services
Knight Ridder, Inc.: The End of an Error 325
Retail
Kmart Corporation: Partners for Quality 331
Lazarus: Quality Control Committee Focuses on Customer Satisfaction ..335
Savings Institutions
TIAA CREF: Managing Quality at the World s Largest Pension System ..341
Transportation
Delta Air Lines, Inc.: Excellent Service One Passenger at a Time 355
Utilities
Michigan Consolidated Gas Company: Vision and Values Lead to
Quality Service 359
Ohio Edison Company: Quality Improvement through Technical Staff
Management 365
Part III. Appendices
Appendix 1: The Quality Themes of Leading U.S. Companies 379
Appendix 2: Matrix of Award Criteria Covered by Case Studies 385
Appendix 3: Job Descriptions 393
Appendix 4: 1993 Award Criteria 395
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| spelling | Spechler, Jay W. Verfasser aut Managing quality in America's most admired companies Jay W. Spechler San Francisco Berrett-Koehler Publ. u.a. 1993 XII, 422 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Malcolm Baldrige National Quality Award Case studies Total quality management United States Case studies Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf USA USA (DE-588)4078704-7 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Qualitätsmanagement (DE-588)4219057-5 s DE-604 USA (DE-588)4078704-7 g HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006515446&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | Managing quality in America's most admired companies |
| title_auth | Managing quality in America's most admired companies |
| title_exact_search | Managing quality in America's most admired companies |
| title_full | Managing quality in America's most admired companies Jay W. Spechler |
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| title_full_unstemmed | Managing quality in America's most admired companies Jay W. Spechler |
| title_short | Managing quality in America's most admired companies |
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| topic | Malcolm Baldrige National Quality Award Case studies Total quality management United States Case studies Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Malcolm Baldrige National Quality Award Case studies Total quality management United States Case studies Qualitätsmanagement USA Fallstudiensammlung |
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