Förlagets beskrivning
Quality has become an increasingly important means of competition. A strategy based on management commitment for continuous improvement has therfore to be used more generally and systematically by any organisation if it is to keep its position on the market.
This book consists of five rather distinct parts. In Part I the quality concept and its history are discussed. Furthermore, the relations between quality and company prosperity and the elements of Total Quality Management are presented. In Parts II and III quality in the design and production processes is discussed. The use of statistical tools for problem solving and improvement is also emphasized. Part IV deals with service quality and how to measure and improve external and internal customer satisfaction. Part V focuses on the role of management. Also, some important quality awards are presented and the international ISO 9000 series of quality systems is discussed. In addition, a number of case studies are presented.
The book is aimed at basic courses in Total Quality Management in Industry, Universities, Business Schools and Engineering Schools. It is suitable as an introductory text for the European Master´s Degree in Total Quality Management and for courses within the COMETT Programme.
The cd-rom Quality – What everyone Should Know about Quality can be used either independently or as a complement to this book .
This book is also available in Swedish.
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Quality from customer needs to customer satisfaction
Bokrecensioner » Quality from customer needs to customer satisfaction
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