CHAPTER 5
Total Quality Management
Before studying this chapter you should know or, if necessary, review
- Trends in total quality management (TQM), Chapter 1, p. 15–16.
- Quality as a competitive priority, Chapter 2, p. 39.
LEARNING OBJECTIVES
After studying this chapter you should be able to
Explain the meaning of total quality management (TQM).
Identify costs of quality.
Describe the evolution of TQM.
Identify key leaders in the field of quality and their contributions.
Identify features of the TQM philosophy.
Describe tools for identifying and solving quality problems.
Describe quality awards and quality certifications.
CHAPTER OUTLINE
Defining Quality 162
Cost of Quality 165
The Evolution of Total Quality Management (TQM) 166
The Philosophy of TQM 171
Quality Awards and Standards 183 ...
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