Providing accessible coverage of the basics and practical aspects of total quality management, this book is intended for students of management and engineering.
The text adopts a realistic approach to the teaching of the subject with the principal focus on the philosophy of total quality management and its role in today’s world of fierce business competition.
• Discusses the mechanism of quality control, quality assurance and different types of quality control tools and their usage. • Features the Japanese management philosophy, quality awards and standards. • Presents the differences between total quality management and business process re-engineering and approaches to integrate them. • Describes the various aspects of benchmarking, capability maturity model and customer relationship management.
• Case studies illustrate application of the principles.
•A good number of figures supplement theory.
•End-of-chapter questions help students reinforce their conceptual understanding of the subject.