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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Total Quality Management and Six Sigma

We now turn to a discussion of Total Quality Management and Six Sigma, two philosophies companies use to evaluate and improve quality and process performance along technical, service, and ethical dimensions.

Total Quality Management

Total quality management (TQM) is a philosophy that stresses three principles for achieving high levels of process performance and quality. These principles are related to (1) customer satisfaction, (2) employee involvement, and (3) continuous improvement in performance. As Figure 3.1 indicates, TQM also involves a number of other important elements. We have covered tools and process analysis techniques useful for process problem solving, redesign, and improvement in Chapter ...

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