TY  - BOOK
AU  - Dahlgaard, Jens J.
AU  - Kristensen, Kai
AU  - Kanji, Gopal K.
TI  - Fundamentals of Total Quality Management: Process Analysis and Improvement
SN  - 9780748772933
U1  - 658.4013 
PY  - 2010///
CY  - United Kingdom
PB  - Nelson Thornes Ltd.
KW  - Total Quality Management
N1  - Part I: Fundamentals of Total Quality Management
1. Introduction
2. Historical evolution of Total Quality Management
3. Some definitions of quality
4. Philosophy, principles and concepts of TQM
5. Quality management systems and standardization
6. The European Quality Award

Part II: Methods of Total Quality Management
7. Tools for the quality journey
8. Some new management techniques
9. Measurement of quality: An introduction
10. Measurement of customer satisfaction
11. Measurement of employee satisfaction
12. Quality checkpoints and quality control points
13. Quality measurement in product development
14. Quality costing
15. Benchmarking

Part III: Process Management and Improvement
16. Leadership, policy deployment and quality motivation
17. Implementation process
18. Quality culture and learning
19. Milliken Denmark A/​S case studies: Leadership, participation and quality costing
20. International Service System A/​S case studies: The winning hand
ER  -