The essence of total quality management:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow ; Munich [u.a.]
Financial Times Prentice Hall
2000
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 259 S. Ill., graph. Darst. |
| ISBN: | 0135731143 |
Internformat
MARC
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| 264 | 1 | |a Harlow ; Munich [u.a.] |b Financial Times Prentice Hall |c 2000 | |
| 300 | |a XVII, 259 S. |b Ill., graph. Darst. | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-008948730 | ||
Datensatz im Suchindex
| _version_ | 1804127834178846720 |
|---|---|
| adam_text | Contents
Preface to the second edition ix
Acknowledgements xv
1 Focus on the customer 1
The customer as king 1
Consumer power 7
Customer care the American way 8
Small businesses count 11
Disregarding the customer 14
Relationship marketing puts customers centre stage 20
Customer requirements 23
Notes 28
2 Core concepts of total quality management 31
Quality for profit 31
Right first time 35
Cost of quality 40
Benchmarking 41
Everyone is involved 47
Synergy in teamwork 49
Ownership and elements of self management 59
Managers as role models 63
Recognition and rewards 69
The quality delivery process 72
A paradigm shift to quality 77
Standards, quality accreditation and quality systems 79
Notes 83
3 Learning from the quality gurus 85
W. Edwards Deming (1900 93) 85
Joseph M. Juran 93
Kaoru Ishikawa (1915 89) 97
j Philip B. Crosby 97
!
vii
Contents
John S. Oakland 102
Notes 105
4 Cutting the cost of quality 107
Case study of the space shuttle Challenger accident 107
Cost of quality 119
Cost of quality examples 121
Notes 138
5 Case studies of total quality management 140
Changing company culture 140
The Body Shop 24 years of customer focus 144
British Airways new routes to customer service 148
IBM creating a quality policy and plan 156
Xerox 2000 driving quality into the business plan 163
Paul Revere Insurance Group TQM in a paper and ideas
business 168
Royal Mail projects for TQM 176
Notes 188
6 Tools and techniques of total quality management 190
Techniques for analysing a quality process 190
Statistical process control 196
Organized problem solving 198
Problem solving tools 199
Notes 213
7 Evaluating total quality management 214
Quality awards as assessment 221
TQM just another fad? 224
Notes 231
8 Avoiding the hype 233
Further reading 233
Conclusion 246
Notes 247
Appendix: Global benchmarking organizations 249
Index 251
viii
|
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| indexdate | 2024-07-09T18:39:38Z |
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| isbn | 0135731143 |
| language | English |
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| spelling | Bank, John Verfasser aut The essence of total quality management John Bank 2. ed. Harlow ; Munich [u.a.] Financial Times Prentice Hall 2000 XVII, 259 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kwaliteitszorg gtt Qualité totale ram Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008948730&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | The essence of total quality management |
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