In this chapter, you will learn about . . .
What Is Quality?
Quality Management System
TQM and QMS
The Focus of Quality Management—Customers
The Role of Employees in Quality Improvement
Quality in Services
The Cost of Quality
The Effect of Quality Management on Productivity
Web resources for this chapter include
OM Tools Software
Online Practice Quizzes
Lecture Slides in PowerPoint
Company and Resource Weblinks
The Mars Quality Management Process (QMP) is applied to all aspects of its supply chain, from acquiring high-quality ingredients, to their manufacturing processes, to product distribution, and to measuring customer satisfaction. Mars QMP is maintained at the leading edge of quality management practices by benchmarking against the highest quality and food safety standards and best practices throughout the food industry. Continuous ...