| |
| |
| Preface | |
| |
| |
| |
| Foundations of Quality and Performance Excellence | |
| |
| |
| |
| Introduction to Quality and Performance Excellence | |
| |
| |
| Quality and Performance Excellence | |
| |
| |
| The Importance-of Quality in Organizations | |
| |
| |
| A Brief History | |
| |
| |
| Quality in Organizations | |
| |
| |
| Principles and Practices of Total Quality and Performance Excellence | |
| |
| |
| TQ and Agency Theory | |
| |
| |
| TQ and Organizational Models | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Alice's Restaurant | |
| |
| |
| Walker Auto Sales and Service | |
| |
| |
| Endnotes | |
| |
| |
| |
| Frameworks for Quality and Performance Excellence | |
| |
| |
| Foundations of Performance Excellence | |
| |
| |
| The Baldrige Award | |
| |
| |
| International Quality and Performance Excellence Award Programs | |
| |
| |
| Six Sigma | |
| |
| |
| Comparing Baldrige, ISO 9000, and Six Sigma | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Tools and Techniques for Quality Design and Control | |
| |
| |
| Designing Quality Goods and Services | |
| |
| |
| Designing Quality Processes | |
| |
| |
| Process Control | |
| |
| |
| Statistical Thinking and Process Control Tools | |
| |
| |
| Process Design and Control in Action | |
| |
| |
| Lexus | |
| |
| |
| The Kroger Company | |
| |
| |
| Chugach School District | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Tools and Techniques for Quality Improvement | |
| |
| |
| Process Improvement | |
| |
| |
| Improvement Processes | |
| |
| |
| Tools for Continuous Improvement | |
| |
| |
| Breakthrough Improvement | |
| |
| |
| Creativity and Innovation | |
| |
| |
| Process Improvement in Action | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Performance Excellence, Strategy, and Organization Theory | |
| |
| |
| |
| Competitive Advantage and Strategic Management for Performance Excellence | |
| |
| |
| Quality, Competitive Advantage, and the Bottom Line | |
| |
| |
| Sources of Competitive Advantage | |
| |
| |
| Quality and Differentiation Strategies | |
| |
| |
| Information and Knowledge for Competitive Advantage | |
| |
| |
| Strategic Planning for Performance Excellence | |
| |
| |
| Strategic Planning for Performance Excellence in Action | |
| |
| |
| TQ and Strategic Management Theory | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Quality in Customer-Supplier Relationships | |
| |
| |
| Customer-Supplier Relationships and Performance Excellence | |
| |
| |
| Principles for Customer-Supplier Relationships | |
| |
| |
| Practices for Dealing with Customers | |
| |
| |
| Managing Customer Relationships | |
| |
| |
| Practices for Dealing with Suppliers | |
| |
| |
| Quality Customer-Supplier Relationships in Action | |
| |
| |
| Customer-Supplier Relationships in Organization Theory | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Designing Organizations for Performance Excellence | |
| |
| |
| Organizational Structure | |
| |
| |
| The Functional Structure | |
| |
| |
| Redesigning Organizations for Performance Excellence | |
| |
| |
| Organizational Design for Quality in Action | |
| |
| |
| Comparison to Organizational Design Theory | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Performance Excellence and Organizational Behavior | |
| |
| |
| |
| Quality Teamwork | |
| |
| |
| The Importance of Teams | |
| |
| |
| Types of Teams | |
| |
| |
| Cross-Functional Teamwork | |
| |
| |
| Effective Teamwork | |
| |
| |
| Teamwork in Action | |
| |
| |
| Comparison to Organizational Behavior Theories | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Engagement, Empowerment, and Motivation | |
| |
| |
| Workforce Engagement | |
| |
| |
| Empowerment | |
| |
| |
| Employee Engagement in Action | |
| |
| |
| Motivation | |
| |
| |
| Employee Engagement and Theories of Motivation | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Leadership and Organizational Change | |
| |
| |
| |
| Leadership for Performance Excellence | |
| |
| |
| Perspectives on Leadership | |
| |
| |
| The Roles of a Quality Leader | |
| |
| |
| Leadership for Performance Excellence in Action | |
| |
| |
| Leadership Systems | |
| |
| |
| Performance Excellence and Leadership Theory | |
| |
| |
| Leadership, Governance, and Societal Responsibilities | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| |
| Performance Excellence and Organizational Change | |
| |
| |
| The Importance of Change | |
| |
| |
| Cultural Change | |
| |
| |
| Sustaining Quality and Performance Excellence | |
| |
| |
| Organizational Change in Action | |
| |
| |
| Organizational Change and Organization Theory | |
| |
| |
| Review and Discussion Questions | |
| |
| |
| Cases | |
| |
| |
| Endnotes | |
| |
| |
| Index | |
| |
| |
| Bibliography: (Available on the product website) | |