Principles and practices of organizational performance excellence /

Includes index.

Ch. 1. Quality and Productivity Fundamentals -- Ch. 2. Management and Organization Change -- Ch. 3. Employee Empowerment -- Ch. 4. Customer Satisfaction and Focus -- Ch. 5. Quality Planning and Deployment -- Ch. 6. Quality Systems and Improvement -- Ch. 7. The New Quality Assurance -- Ch. 8. Supplier Quality Management -- Ch. 9. Quality Costs -- Old and New -- Ch. 10. Tools for Continuous Improvement -- Ch. 11. Benchmarking -- Ch. 12. Quality Standards and Awards -- Ch. 13. Quality Function Deployment -- Ch. 14. Concurrent Engineering -- Ch. 15. Design of Experiments -- App. A. Example of the application of QFD and DOE -- App. B.A case study in Benchmarking -- App. C. ASQ Glossary of Terms -- App. D. Deming's 14 points for Management -- App. E. Quality Related World Wide Web Sites.

"Many organizations are realizing bona fide reward payoffs using a systematic continuous approach to quality and quality improvement. Divided into two sections, this book begins with an easy overview of quality fundamentals and productivity followed by a more detailed explanation of the key quality improvement tools and techniques." "Focusing on a systems approach to quality improvement, Cartin presents a holistic method that identifies the needs and expectations of all the key stakeholders."--BOOK JACKET.