The Management and Control of Quality

This textbook discusses quality control and high-performance management practices, particularly those reflected in the Baldrige Criteria for Performance Excellence. While the material is too comprehensive to be covered fully in one course, instructors may select certain chapters to design a course for undergraduate or MBA level students.
A sampling of topics includes quality and competitive advantage, the Deming philosophy, the importance of customer satisfaction, human resource management, the strategic value of information, statistical process control, and quality improvement. The CD-ROM contains case studies of all the Baldrige award winners to date, spreadsheet templates, web links, and a glossary of terms. Annotation c. Book News, Inc., Portland, OR (booknews.com)

The market leader in quality management, this text is built upon the strength and experience of well-known authors in the field. As a past president of the Decision Sciences Institute and examiner for the Malcolm Baldrige Award, Evans is able to integrate the framework and essential content of the Malcolm Baldrige National Quality Award criteria throughout the text.
The principles of total quality, as reflected in the Baldrige Award, provide what the authors feel is the best overall synthesis of the concept of quality. This edition continues to provide a managerially oriented, integrated view with a blend of pertinent technical topics. All chapters have been updated to reflect the most current thinking in the profession.

Contents

Part I : The Quality System
1. Introduction to Quality
2. Total Quality in Organizations
3. Philoqophies and Frameworks

Part III: Technical Issues in Quality
9. Statistical Thinking and applications
10. Quality Improvement
11. Quality Control
12. Statistical Process Control
13. Reliability

Part IV : The Quality Organization
14. Building and Sustaining Total QualityOrganization 779

Appendices
A. Areas for the Standard Normal Distribution
B. Factors for Control Charts
C. Random Digits
D. Binomial Probabilities
E. Poisson Probabilities
F. Values of e-in

Solutions to Even-Numbered Problems
Index