Total Quality Management : Performance and Cost Measures

This book not only provides the reader with a list of measurements you can slect from, it also provides a methodology that will allow you to expand on (Talley's) excellent work, modifying it to suit the individual personality of your organization. The book provides a systematic approach that can be applied to design effective measurement systems from the corporate level down to the individual performance plan. It is a book every manager will find useful. It is an important addition to everyone's business library.

Foreword
Preface
Acknowledgements
Prologue

Chapter 1 : Should We Change?
Chapter 2 : Management-Theories, Techniques, Gurus
Chapter 3 : Strategy “2000”
Chapter 4 : Journey to TQM
Chapter 5 : Quantify the Process-Measure the Process
Chapter 6 : Cost of Unquality
Chapter 7 : Leadership-The Survival Link!

Epilogue
Appendices
A : Measurement Parameters
B : Malcolm Baldrige National Quality Award
References
Suggested Readings
Index

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