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TQM BOOK

TQM BOOK

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Published by imran27pk
it is the basic total quality book it cover all the aspects of quality.
hope you like it
it is the basic total quality book it cover all the aspects of quality.
hope you like it

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Published by: imran27pk on Nov 12, 2008
Copyright:Attribution Non-commercial

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04/08/2014

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Preface
i
Total QualityManagement
a heartfelt approach to doing things right 
1997 Edition
A TextbookByBruce E. Winston
 © 1997With revisions in 1999
 
School of Business
 
Total Quality Managementii
 
Preface
iii
Table of Contents
Preface.........................................................................................................................viLesson One - Introduction to TQM, Management Thinkers, Deming and his ManagementPrinciples......................................................................................................................1
Objectives..............................................................................................................................1Key Words............................................................................................................................1Introduction..........................................................................................................................1Total Quality Management...............................................................................................2Paradigms.............................................................................................................................3Five Men Who Shaped Western Management Thought.............................................4Human Behavior School of Thought...............................................................................9 Japan at the end of the war..............................................................................................10Deming (1900 - 1993)........................................................................................................11Deming's Fourteen Points...............................................................................................12Deming's Seven Deadly Diseases..................................................................................40Deming's Obstacles...........................................................................................................41Deming's miscellaneous principles...............................................................................41The Deming System..........................................................................................................43Profound Knowledge.......................................................................................................43Comparison of Deming's Points to Traditional Western Management.................47Concerns about TQM........................................................................................................48Understanding Levels of Knowledge...........................................................................51Root Principles...................................................................................................................54Is Christianity And Its Doctrine of Total Depravity Consistent With Total Quality And Its TheoryY Assumptions?.................................................................................................................56Fear in the Work Place.....................................................................................................62Discussion of Red Bead Experiment.............................................................................63The Lessons Learned From the In-class Exercise.......................................................65
Lesson Two - EOQ, Process, Systems and Agency Theories.................................71
Objectives............................................................................................................................71Key Words..........................................................................................................................71Economic Order Quantity...............................................................................................72Process Theory...................................................................................................................75Systems Theory..................................................................................................................76Agency Theory...................................................................................................................80A Sad Fable.........................................................................................................................81
Lesson Three - Quality Definition and Measurement.............................................85
Objectives............................................................................................................................85Key Words..........................................................................................................................85A Definition of Quality.....................................................................................................85Quality attributes - quality service features.................................................................88Quality Measurements.....................................................................................................89A Lesson in Service Quality............................................................................................89A Service Quality Improvement Case Example..........................................................96Operations Measurements............................................................................................100Malcolm Baldridge National Quality Award............................................................103ISO 9000.............................................................................................................................105Variation............................................................................................................................106Quality Tools....................................................................................................................106Service Case - Banking...................................................................................................127The Case of Car Repair and a Patient Owner............................................................131

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