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TQM book

TQM book

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Published by Ashish Gupta
My purpose in downloading this text is to give a concise, targeted document describing Total Quality Management (TQM) and its foundations. Many students/professionals must have wished a single source which gave them enough material to understand TQM but did not require reading several thousand pages. The reader must understand that this text is but a brief overview of the subject matter.
My purpose in downloading this text is to give a concise, targeted document describing Total Quality Management (TQM) and its foundations. Many students/professionals must have wished a single source which gave them enough material to understand TQM but did not require reading several thousand pages. The reader must understand that this text is but a brief overview of the subject matter.

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Published by: Ashish Gupta on Dec 13, 2008
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10/29/2012

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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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