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New startups come on the scene filled with incredible young people. These start-ups grow, the team expands, and those young people all of a sudden have the responsibility of a team under them. Just a few years prior, these folks were barely able to support themselves in their crazy, ever-changing company. Now, as “managers,” they are expected—often without any direction or manager role models—to know how to develop, coach, structure work, review, and set expectations for a whole bunch of new, in...

The need for managers and employees at all levels to learn, understand, accept and apply the principles of total quality is vital to the success of their businesses and careers. This text presents the basic principles of a wide range of total quality strategies and applications and provides readers with the knowledge to strive for, and implement, total quality within their companies. This is a comprehensive introduction to an essential management strategy and goal.

Drawing of real-world issues and with supporting data from industry, this book overviews the technique and equipment available to engineers and scientists to identify the solutions of the physical essence of engineering problems in simulation, accelerated testing, prediction, quality improvement, and risk during the design, manufacturing, and maintenance stages. For this goal the book integrates Quality Improvement and Accelerated Reliability/ Durability/ Maintainability/Test Engineering concept...

Running an organization is simple. Running an organization that is effective, efficient and has little waste is another story. At the core of every organization, what defines how it operates on a day-to-day basis, is its philosophy and strategy. Not to be overlooked, the theories and strategies deployed by management and reinforced by those who execute the organization's mission ultimately define its success. Process improvement, quality control, and customer satisfaction can simultaneously be m...

To help address the challenges of sustainable development, higher education institutions must transform themselves, bringing together best practice in quality management for tertiary education with best practice in education for sustainable development. This book provides tested strategies and pathways for undertaking this successfully.

Thousands of product manufacturers are practicing quality enhancement techniques to satisfy their customers, but do they really know what their customers want? And how do consumers know if they're receiving quality products? This is the first book that explains product quality from the consumer's perspective. The authors help consumer-product manufacturers provide true customer satisfaction and much more.

Designed to help businesses understand the criteria for the Malcolm Baldrige National Quality Award, this work offers an explanation about how to use the criteria to improve an organization. It also includes resources for those applying for the award.

Reward and Recognition Process in Total Quality Management explains these and other issues in easy-to-understand terms, and illustrates their importance in a quality environment. This guide to designing, implementing, and maintaining a reward and recognition system also includes: how to create and maintain an effective performance evaluation system for TQM; specific and successful ways to avoid the unique pitfalls of performance evaluation under a TQM effort; workforce diversity issues like mutu...

This book presents a model of organization transformation success. The model framework comprises a series of S-Curves (maturity curves) of planning and execution activities phased over time. The model is illustrated through description and analysis of an actual, two-decade, highly successful, global enterprise transformation Six Sigma program at a Fortune 200 company: Cummins, Inc. Lessons learned from the model and company case study are completely transferrable to other organizational culture,...

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and exampl...

Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework...