Quality & Performance Excellence:

ISBN-10: 1133955932

ISBN-13: 9781133955931

Edition: 2013

Authors: James R. Evans

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Description:

Delivering cutting-edge coverage that includes the latest thinking and practices from the field, QUALITY AND PERFORMANCE EXCELLENCE, 7e presents the basic principles and tools associated with quality and performance excellence using relevant, real-world illustrations and examples. The text thoroughly illustrates how these basic principles and methods have been put into effect in a variety of organizations. It also illustrates the relationship between basic principles and the popular theories and models studied in management courses. Excellent case studies focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific.
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Book details

List price: $142.95
Copyright year: 2013
Publisher: Cengage Learning
Binding: Paperback
Pages: 480
Size: 7.25" wide x 9.00" long x 1.00" tall
Weight: 1.936
Language: English

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)
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