For courses in Quality Management, Total Quality Management, Quality Engineering, and Quality Technology.This direct, straightforward text provides students with material that focuses on making the theories and principles of total quality practical and useful in a real-world setting. It covers all of the elements of total quality, including several that receive little or no attention in other total quality books.

Product Description: This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value...read more

Product Description: An ideal hands-on, authoritative, how-to guide for the manager, supervisor, engineer, or other individual who is, or wants to be, involved with total quality management for continual improvement of their organizations, products and services in the private or public sector...read more (view table of contents, read Amazon.com's description)

Product Description: Interest in ISO 9000 certification is gaining momentum worldwide as organizations that compete in the global marketplace seek to achieve consistent peak performance, world-class quality, and continual improvement of their processes, products, and management systems...read more (view table of contents, read Amazon.com's description)

Product Description: This comprehensive, in-depth introduction to both the big picture and the specific details of total quality management uses a direct, straightforward approach to make the theories and principles of total-quality practical and useful in a real world setting.