Total quality management : strategies and techniques proven at today's most successful companies
著者
書誌事項
Total quality management : strategies and techniques proven at today's most successful companies
（The portable MBA series）
Wiley, c1994
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注記
Includes index
内容説明・目次
内容説明
Creating a "best practices" guide which explains how to incorporate quality systems into any company, this text tackles the problems of improving profitability, managing people, helping customers, developing a strategic plan and designing quality into products, services and processes. The "Portable MBA" series has been developed to cover the range of business functions in a typical MBA course. Each book offers practical, readable overviews of insights and information needed for the MBA programmes.
目次
- Benchmarking the Best
- The Thousands Point Company
- Quality Leadership
- Quality Management
- Corporate Citizenship
- Quality and Performance Data
- Benchmarking
- Management by the Best
- Strategic Planning
- Human Resource Quality
- Employee Involvement
- Training
- Reward and Recognition
- Designing Quality Products and Services
- Process Management, Products and Services
- Process Management, Business Processes and Support Services
- Supplier Quality
- Quality Assessment
- Operational Results
- Customer Relationship Management
- Customer Satisfaction
- Customers in the Future
- The Next Step.
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