000			04260nam a2200325 a 4500
999			_c2667 _d2667
001			4492577
005			20210216110413.0
008			970828s1998 enka b 001 0 eng d
020			_a0412570602 (alk. paper)
040			_aDLC _cDLC _erda
082	0	4	_221 _a658.4013 _bD.J.F
100	1		_aDahlgaard, J. J. _910870 _eauthor
245	1	0	_aFundamentals of total quality management : _bprocess analysis and improvement / _cJens J. Dahlgaard, Kai Kristensen, and Gopal K. Kanji.
250			_aFirst edition
264		1	_aLondon ; _aNew York : _bChapman & Hall, _c1998.
300			_axi, 372 pages : _billustrations ; _c24 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
504			_aIncludes bibliographical references and index.
505	0		_aPart 1 Fundamentals of total quality management: historical evolution of total quality management; Deming's 14 points, Juran's 10 steps to quality improvement; definition of quality - exceptional, perfection or consistency, fitness for purpose, value for money, transformative, TQM messages; philosophy, principles and concepts of TQM - the foundation and the four sides of the TQM pyramid, focus on the customer and the employee, focus on facts, continuous improvements, everybody's participation; quality management systems and standardization - the concept of the system, quality management systems, Joharry's new window on standardization and causes of quality failures, standardization and creativity, ISO9000 and BS5750 - a stepping stone to TQM?; the European quality award - the background to the European quality award, the model, assessment criteria, experiences of the European quality award. Part 2 Methods of total quality management: tools for the quality journey - the quality story, the seven tools for quality control, check sheets, the Pareto diagram, the cause-and-effect diagram and the conncetion with the Pareto diagram and stratification, histograms, control charts, scatter diagrams and the connection with the stratification principle, case example - problem solving in a QC circle using some of the seven tools (Hamanako Denso), flow charts, relationship between the tools and the PDCA cycle; some new management techniques - matrix data analysis, affinity analysis, matrix diagrams, prioritization matrices and analytical hierarchies, an example, measurement of quality - an introduction; measurement of customer satisfaction - theoretical considerations, a practical procedure, examples; employee satisfaction - set up focus with employees to determine relevant topics, design the questionnaire including questions about both evaluation and importance for each topic, compile presentation material for all departments and present the material to the departments, carry out the survey, report at both total and department level, form improvement teams, hold an employee conference; quality checkpoints and quality control points; quality measurement in product development - definition of the quality concept from a measurement point of view, direct measurement of quality, indirect measurement of quality; quality costing - the concept of TQM and quality costs, a new method to estimate the total quality costs, advantages and disadvantages of the new method to estimate total quality costs, quality cost measurement and continuous improvements; benchmarking - what is benchmarking?, what can be benchmarked? how is benchmarking carried through?. Part 3 Process management and improvement: leadership, policy deployment and quality motivation - the PDCA leadership model - a model for policy deployment, leadership and quality motivation. (Part contents)
520			_aIntended for senior undergraduate and graduate students in business and management sciences and industrial engineering, this book aims to equip students with a comprehensive understanding of TQM.
650		0	_aTotal quality management. _910871
700	1		_aKristensen, Kai. _910872 _eco-author
700	1		_aKanji, Gopal K. _910873 _eco-author
906			_a7 _bcbu _corignew _d2 _eopcn _f19 _gy-gencatlg
942			_2ddc _cBK