June 2013
Intermediate to advanced
528 pages
15h 3m
English
book
Service Management: An Integrated Approach to Supply Chain Management and Operations
by Cengiz Haksever, Barry Render
Content preview from Service Management: An Integrated Approach to Supply Chain Management and Operations
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12. Supplement: Tools and Techniques of Total Quality Management
S12.1. Introduction
Implementing Total Quality Management (TQM) requires a long-term commitment by the management and hard work. As indicated in Chapter 12, “Service Quality and Continuous Improvement,” there is no recipe, or one “right way” to implement TQM. Each organization must develop its own model that responds to its needs and supports its strategy. However, there exist a variety of effective tools and techniques we can rely on for successful implementation of TQM. In this supplement some of the most widely used tools and techniques are reviewed.
S12.2. Plan-Do-Study-Act Cycle
The conceptual basis for most TQM processes is what is known as Shewhart, or the plan-do-study-act ...
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