Chapter 2. Quality Management

In this chapter, you will learn about . . .

  • What Is Quality?

  • Quality Management System

  • Quality Tools

  • TQM and QMS

  • The Focus of Quality Management—Customers

  • The Role of Employees in Quality Improvement

  • Quality in Services

  • Six Sigma

  • The Cost of Quality

  • The Effect of Quality Management on Productivity

  • Quality Awards

  • ISO 9000

Quality Management

Web resources for this chapter include

  • OM Tools Software

  • Internet Exercises

  • Online Practice Quizzes

  • Lecture Slides in PowerPoint

  • Virtual Tours

  • 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 ...

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