Description
Book SynopsisTo understand and profit from Total Quality Management, companies must pay particular attention to the first word in the phrase-total. The spectacular rewards enjoyed by top companies like 3M, FedEx, and Ben & Jerry''s were earned through a total commitment to achieving superior quality and customer satisfaction across all company functions and processes.
Total Quality Management, Second Edition gives you a completely up-to-date look at how 51 of the world''s most successful companies put the total into TQM. Each of these companies, including 13 new additions and 23 Baldrige Award winners, is cited as a benchmark performer in a particular business function. Their examples help you set your sights on specific goals and learn a variety of ways to go about achieving each goal. Each chapter features the best practices of one manufacturing company, one service company, and one small business. Following the examples set by these overachievers, you''ll discover how to:
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Table of ContentsThe New Management Model.
Leadership.
Customer Focus.
Strategic Planning.
Management.
Employee Involvement.
Training.
Reward and Recognition.
Employee Focus.
Customer Contacts.
Design of Products and Services.
Process Management.
Supplier Quality.
Data Collection and Analysis.
Benchmarking.
Corporate Responsibility and Citizenship.
System Assessments.
Crossing the River: The Transition to the New Management Model.
Appendices.
Index.
