[Ebook PDF] Quality & Performance Excellence, 8th Edition

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ISBN-13: 978-1305662223
ISBN-10: 1305662229

Author: James R. Evans (Author)

QUALITY AND PERFORMANCE EXCELLENCE, 8e presents the basic principles and tools associated with quality and performance excellence through cutting-edge coverage that includes the latest thinking and practices from the field. This proven text has three primary objectives: familiarize students with the basic principles and methods, show how these principles and methods have been put into effect in a variety of organizations, and illustrate the relationship between basic principles and the popular theories and models studied in management courses. Extremely flexible and student friendly, the text is organized according to traditional management topics, helping students quickly see the connections between quality principles and management theories. Excellent case studies give students practical experience working with real-world issues. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific.

BRIEF CONTENTS
Preface xi
PART 1 Foundations of Quality and Performance Excellence 1
CHAPTER 1 Introduction to Quality and Performance Excellence 3
CHAPTER 2 Frameworks for Quality and Performance Excellence 47
CHAPTER 3 Tools and Techniques for Quality Design and Control 105
CHAPTER 4 Tools and Techniques for Quality Improvement 148
PART 2 Performance Excellence, Strategy, and Organization
Theory 195
CHAPTER 5 Competitive Advantage and Strategic Management for Performance
Excellence 197
CHAPTER 6 Quality in Customer-Supplier Relationships 249
CHAPTER 7 Designing Organizations for Performance Excellence 289
PART 3 Performance Excellence and Organizational Behavior 325
CHAPTER 8 Quality Teamwork 327
CHAPTER 9 Engagement, Empowerment, and Motivation 359
PART 4 Leadership and Organizational Change 391
CHAPTER 10 Leadership for Performance Excellence 393
CHAPTER 11 Performance Excellence and Organizational Change 426
Index 465
Bibliography

PREFACE
The American Society for Quality (ASQ) monitors news items reported in the press.
What types of stories do we find? Food safety and toy recalls, health care, the automotive industry, and various product glitches dominate. Indeed, quality—or lack of quality—is a vital issue in everyone’s life. That’s why this book is relevant and important for today’s students and future business leaders, as well as those already in the workforce. Understanding the principles of quality and performance excellence is absolutely essential for new graduates to succeed in today’s highly competitive business world.
It is difficult for students to learn about these principles on their own, because there are so many different approaches to the topic. Although these approaches are similar, each has its own jargon and acronyms, which makes trying to penetrate the subject for the first time a difficult experience. Furthermore, most books about quality are not written with the needs and experiences of students in mind.
This book has three objectives:
• to familiarize students with the basic principles and methods associated with total quality and performance excellence;
• to show students how these principles and methods have been put into effect in a variety of organizations; and
• to illustrate the relationship between basic principles and the popular theories and models studied in management courses.
The book presents the basic principles and tools associated with quality and performance excellence and provides many illustrations and end-of-chapter cases that can be used as the basis for class discussion. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia–Pacific.
This book is organized so that it can be used as a supplement to textbooks for courses in management, organization theory, organizational behavior, strategic management and/or operations. The book also can be used as a free-standing introduction to quality and performance excellence in an elective course. Students who have had the basic courses in management and organizational theory and behavior will be familiar with most of the various management theories used to place quality and performance excellence principles in perspective.