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What Managers Do, Fourth Edition by Harold L Gilmore, William R Allen

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9Understanding Total Quality Management

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Learning Objectives

By the end of this chapter, you should be able to:

•  Identify the major contributors to total quality management and discuss their contributions.

•  Trace the historical development of quality management.

•  Define product and/or service quality in terms of its major orientations.

•  Describe quality measurement methods and achievement assessment.

•  Recognize that all people in an organization must understand and practice the principles of quality at a personal level.

As introduced in Chapter 2, total quality management (TQM) is the most recent development in management thought. That ...

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