Quality Management: Creating and Sustaining Organizational Effectiveness, Second Edition explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. New or updated chapters on lean, Six Sigma, ISO 9000, and supply chain management cover the latest areas that are critical to companies competing in today's global environment. Designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, this text is based on key quality initiatives, including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.
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(244mm x 200mm x 28mm)
Publisher: Pearson Education (US)
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Author Biography - Donna C. S. Summers
Dr. Donna Summers received a Bachelors of Science degree in Mechanical Engineering at the University of Cincinnati in 1982; A Masters of Industrial Engineering at Purdue University in 1984. A PhD in Industrial Engineering at the University of Cincinnati in 1990. She has been teaching at the University of Dayton since 1984. She has authored three books in the subject areas of Quality Assurance: Quality 5e; Quality Management 2e and Six Sigma. She is known for emphasizing practical application of Industrial Engineering tools and techniques.