The Quality Yearbook, 2001 Edition

The Annual Guide on Leading Quality Practices-Featuring the Quality Techniques Used by Companies like Citibank, Dana, John Deere, and Others

Measuring Quality's Return on Investment ... Three Steps to Building eTrust ... The Evolution of Six Sigma ... Building the Strategy Implementation Network ... Poka-Yoke and Zero Waste...

The Quality Yearbook, 2001 Edition, assembles the finest quality-related articles of the past year and places you front row center as today's most inquisitive and accomplished experts present consistently thought-provoking viewpoints and practices. Both an exceptional anthology and an irreplaceable reference, this updated annual is today's most comprehensive guide and review of modern quality management's best practices-and practitioners.

Professionals in any field concerned with quality-and today that is virtually every field-will find valuable insights and practical guidance for improving organizational function and process quality, including:

• Case histories of effective service quality improvement
• Latest lean manufacturing tools and guidelines
• Techniques to overcome quality implementation obstacles
• Supply chain management strategies for building competitive advantage
• New-economy uses for time-proven process management tools

Whether you are a newcomer to quality management or have been using TQM (Total Quality Management) tools throughout your career, you will repeatedly turn to The Quality Yearbook 2001 throughout the coming year for practical, hands-on guidance to keep your company competitive, your employees productive-and your customers satisfied.

Contents

Part One: Background for Quality.
Chapter 1: Classic in Quality.
Chapter 2: Quality Perspectives.

Part Two: Quality by Industry.
Chapter 3: Manufacturing Sector.
Chapter 4: Services Sector.
Chapter 5: Public Sector.

Part Three: Implementing Quality.
Chapter 6: Quality Transformation.
Chapter 7: Leadership.
Chapter 8: Cultural Transformation.
Chapter 9: Knowledge Management.
Chapter 10: Voice of the Customer.
Chapter 11: Teams Teamwork.
Chapter 12: Learning Organizations.
Chapter 13: Communication.
Chapter 14: Quality Tools and Techniques.
Chapter 15: Process Management.
Chapter 16: Six Sigma.
Chapter 17: Functional Processes.
Chapter 18: Product and Service Innovation.
Chapter 19: Supply Chain Management.
Chapter 20: Human Resources.
Chapter 21: Information Technology.
Chapter 22: Finance and Accounting.
Chapter 23: Standards and Assessments.
Chapter 24: ISO 9000 and Baldrige.

Part Four: Quality References.