全面质量管理

　　全面质量管理的好处是什么？在组织中谁应当为全面质量管理负责？在服务部门运用全面质量管理是否能与生产部门一样有效？如何将全面质量管理引入到企业中来？本书对上述问题及其他有关问题作了清楚而确切的解释。对于那些接受短期培训的管理者、MBA，以及想迅速了解这一问题核心内容的教师和学生来说，都不失为极具价值的参考书。它还可以作为管理人员的藏书，以及那些有抱负的管理人员完善自己知识和技能的参考资料。

暂缺《全面质量管理》作者简介

1Focusonthecustomer1
Thecustomeraskingl
Consumerpower5
CustomercaretheAmericanway7
Disregardingthecustomer9
Relationshipmarketingl3
Notesl9
2Coreconceptsoftotalqualitymanagement21
Qualityforprofit22
Rightfirsttime23
Costofquality28
Competitivebenchmarking29
Everyoneisinvolved35
Synergyinteamwork37
OwnershipandelementsofseIf-management44
Managersasrolemodels47
Recognitionandrewards50
Thequalitydeliveryprocess5l
Notes58
3Leamingfromthequalitygurus60
W.EdwardsDeming61
JosephM.Juran70


KarouIshikawa74
PhilipB.Crosby75
WilliamE.Conway80
Notes82
4Cuttingthecostofquality84
CasestudyofthespaceshuttleChallengeraccident85
Costofquality95
Costofqualityexamples98
Notes110
5CasestudiesoftotaIquaIitymanagementll2
Changingthecompanyculture112
BritishAirways-newroutestocustomerservice117
IBM-creatingaqualitypolicyandplan126
XeroxCorporation-usingTQMasacompetitivestrategyl35
PaulRevereInsuranceGroup-TQMinapaperandideas
business140
RoyalMail-projectsforTQMl48
Notesl59
6TooIsandtechniquesoftotalqualitymanagementl62
Techniquesforanalysingaqualityprocessl63
Statisticalprocesscontroll69
Organizedproblemsolvingl71
Problem-solvingtoolsl73
Notes182
7Avoidingthehypel83
Furtherreadingl84
Conclusion195
Notes196
lndex197