Quality management for organizational excellence [electronic resource] : introduction to total quality / David L. Goetsch and Stanley Davis.

Includes index.

The total quality approach to quality management: achieving organizational excellence -- Quality and global competitiveness -- Strategic management: planning and execution for competitive advantage -- Quality management, ethics and corporate social responsibility -- Partnering and strategic alliances -- Quality culture: changing hearts, minds and attitudes -- Customer satisfaction, retention, and loyalty -- Employee empowerment -- Leadership and change -- Team building and teamwork -- Effective communication -- Education and training -- Overcoming politics, negativity, and conflict in the workplace -- ISO 9000 and total quality: the relationship -- Overview of total quality tools -- Problem solving and decision making -- Quality function deployment -- Optimizing and controlling processes through statistical process control -- Continual improvement methods with six sigma, lean, lean six sigma, and more -- Benchmarking -- Just-in-time/Lean manufacturing (JIT/Lean) -- Implementing total quality management.

This practical, student-focused text shows how to focus all of an organization's resources on continuous and simultaneous improvement of quality and productivity - thereby continually improving both performance and competitiveness.