Acclaimed and used in over 200 colleges and universities around the country, Total Quality Management: Text, Cases and Readings has been completely revised and expanded to meet the growing demands and awareness for quality products and services in the competing domestic and global marketplaces. This celebrated text enhances the original seven chapters in the first edition with additional material, new case studies, and valuable new readings. Five new chapters present significant information covering organizing structure and teams for TQM; benchmarking; productivity, quality, and reengineering; the cost of quality; and the universal standards of quality-ISO 9000. The chapters are organized to cover the key principles of TQM, including leadership, information analysis and technology, strategic quality planning, human resources, process management, customer satisfaction, operational results, as well as the five new chapters. Each chapter provides a unique exercise that requires the reader to apply TQM principles to the practices outlined in the comprehensive case. Discussion questions, exercises, cases, and readings support the text, reinforcing an understanding of the principles that can be applied. An added feature of this edition is the extensive study of the Varifilm case, illustrating good and not so good practices. This 1993 case is used by the Baldrige Award organization in preparing examiners to visit and evaluate companies applying for this award. Practical, yet based on sound principles, this book is an excellent text for college students as well as for organizational development programs directed to practitioners responsible for developing and implementing TQM programs in their own service or manufacturing organizations.

Introduction to Total Quality Management. Leadership. Information and Analysis. Strategic Planning. Human Resource Focus. Process Management. Customer and Market Focus. Benchmarking. Organizing for Total Quality Management. Productivity, Quality, and Re-engineering. The Cost of Quality. ISO 9000 and Universal Standards of Quality. Theory of Constraints. Varifilm Case Study. Index.