Synopsis
This is a text on achieving profitability through quality, updated for the global marketplace of the 1990s. Principles are put into practice and the two critical success factors are fully explored: how to build quality controls into every phase of operations - product and service development, production, engineering, marketing, distribution, sales, customer service; and how to drive communication and the implementation of quality control strategies down and across organizational lines, mobilizing commitment at every level. For this revised third edition, the author has added a discussion of the significance of quality control to corporate profitability; 12 benchmarks for quality control in the 1990s; and four management principles for achieving a total quality orientation. Topics are brought to life with practical examples and more than 200 illustrations.
From the Publisher
Focuses on methods to ensure customer satisfaction and retentionA new emphasis is placed on managing, operating, and integrating the key areas of a company's quality value chainThe technical and statistical methodologies for quality and the process controlSix Sigma and its role in Total Quality Management
--This text refers to the
Hardcover
edition.
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