Do you know how to deliver Total Quality on the job? TOTAL QUALITY: MANAGEMENT, ORGANIZATION, AND STRATEGY not only presents the basic principles and tools associated with Total Quality, it presents them using illustrations and case studies drawn from real life scenarios. Inside, you'll read about Total Quality as it relates to privately held companies, service industry businesses, major corporations, and overseas organizations, all from the management perspective.

Preface

vii

PART 1 Introduction to Total Quality

1

(150)

Introduction to Total Quality in Organizations

3

(56)

The Importance of Quality

3

(3)

A Brief History

6

(4)

The Concept of Quality

10

(8)

Evolution of Total Quality Principles

18

(13)

Principles of Total Quality

31

(12)

TQ and Agency Theory

43

(2)

TQ and Organizational Models

45

(2)

Review and Discussion Questions

47

(3)

Cases

50

(6)

Endnotes

56

(3)

Frameworks for Organizational Quality

59

(40)

The Malcolm Baldrige National Quality Award

59

(15)

International Quality Award Programs

74

(9)

Six Sigma

83

(7)

Comparing Baldrige, ISO 9000, and Six Sigma

90

(1)

Review and Discussion Questions

91

(2)

Cases

93

(4)

Endnotes

97

(2)

Total Quality, Competitive Advantage, and Strategic Management

99

(52)

Quality and Competitive Advantage

100

(5)

Sources of Competitive Advantage

105

(4)

Quality and Differentiation Strategies

109

(11)

Information and Knowledge for Competitive Advantage

120

(4)

TQ and Strategic Planning

124

(9)

TQ and Strategic Planning in Action

133

(6)

TQ and Strategic Management Theory

139

(2)

Review and Discussion Questions

141

(2)

Cases

143

(5)

Endnotes

148

(3)

PART 2 Total Quality and Organization Theory

151

(162)

Quality in Customer-Supplier Relationships

153

(38)

Customer-Supplier Relationships and Total Quality

154

(5)

Principles for Customer-Supplier Relationships

159

(3)

Practices for Dealing with Customers

162

(9)

Practices for Dealing with Suppliers

171

(5)

Quality Customer-Supplier Relationships in Action

176

(1)

Customer-Supplier Relations in Organization Theory

177

(5)

Review and Discussions Questions

182

(2)

Cases

184

(4)

Endnotes

188

(3)

Designing Organizations for Quality

191

(34)

The Functional Structure

192

(2)

Redesigning Organizations for Quality

194

(17)

Organizational Design for Quality in Action

211

(4)

Comparison to Organizational Design Theory

215

(3)

Review and Discussion Questions

218

(1)

Cases

219

(4)

Endnotes

223

(2)

Designing, Controlling, and Improving Organizational Processes

225

(41)

Process Design

226

(3)

Process Control

229

(4)

Process Improvement

233

(6)

Improvement Processes

239

(8)

Breakthrough Improvement

247

(7)

Process Management in Action

254

(6)

Review and Discussion Questions

260

(1)

Cases

261

(3)

Endnotes

264

(2)

Tools and Techniques for Total Quality

266

(47)

Tools for Quality Design

266

(9)

Tools for Quality Planning

275

(5)

Tools for Continuous Improvement

280

(11)

Creativity and Innovation

291

(5)

Statistical Thinking and Process Control Tools

296

(5)

Review and Discussion Questions

301

(3)

Cases

304

(7)

Endnotes

311

(2)

PART 3 Total Quality and Organizational Behavior

313

(64)

Quality Teamwork

315

(33)

The Importance of Teams in TQ

315

(2)

Types of TQ Teams

317

(9)

Effective Teamwork

326

(9)

Teamwork in Action

335

(4)

Comparison to Organizational Behavior Theories

339

(2)

Review and Discussion Questions

341

(1)

Cases

342

(3)

Endnotes

345

(3)

Empowerment and Motivation

348

(29)

Introduction to Empowerment

348

(3)

The Importance of Empowerment

351

(2)

Principles of Empowerment

353

(8)

Empowerment in Action

361

(2)

Motivation

363

(4)

Empowerment and Theories of Motivation

367

(3)

Review and Discussion Questions

370

(1)

Cases

371

(3)

Endnotes

374

(3)

PART 4 Leadership and Implementation

377

(74)

Quality Leadership

379

(30)

Perspectives on Leadership

379

(3)

The Roles of a Quality Leader

382

(7)

Quality Leadership in Action

389

(5)

TQ and Leadership Theory

394

(5)

Review and Discussion Questions

399

(2)

Cases

401

(5)

Endnotes

406

(3)

TQ and Organizational Change

409

(42)

The Importance of Change

410

(2)

Cultural Change

412

(13)

Sustaining Total Quality

425

(9)

Organizational Change in Action

434

(3)

Organizational Change and Organization Theory

437

(5)

Review and Discussion Questions

442

(1)

Cases

443

(4)

Endnotes

447

(4)

Bibliography

451

(6)

Index

457

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Total Quality Management, Organization and Strategy

9780324301595

0324301596

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