A First Course in Quality Engineering, 2nd Edition

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6

Managing for Quality

This chapter covers two major topics relating to managing an organization

for producing quality results� The rst deals with managing an organiza-

tion’s human resources, and the second deals with including quality in the

strategic planning of an organization as an equal parameter with nancial

and marketing metrics�

6.1 Managing Human Resources

6.1.1 Importance of Human Resources

For an organization pursuing quality and customer satisfaction, success

greatly depends on how the workforce contributes to this effort� “If total

quality does not occur at the workforce level, it will not occur at all” (Evans

and ...