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