Managing Quality: An Integrative Approach

For undergraduate and graduate courses in quality management, found in the department of management, operations management, marketing, or engineering. This text is a comprehensive introduction to the field of quality management, integrating the emerging body of knowledge in the areas of quality theory, quality assurance, and quality control. The authors practical approach provides examples, allowing students to participate in and manage quality improvement in manufacturing, government, and service organizations. *Integrative/multidisciplinary approach; Discusses what quality means to people in different functional areas of the firm. *Contingency approach; Beginning in chapter one, the text discusses how to assess the current condition of the firm and identify gaps in quality deployment as a basis for future improvement. *Current Coverage; Discusses cutting edge concepts such as the topics of team facilitation and training. More and more managers must be able to manage teams and train employees. Other contemporary topics include coverage of quality in service and global organizations, Malcolm Baldrige criteria, environmental quality, and ISO 9000. Boxed highlights, cases, chapter