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Dahlgaard, Jens J.

Fundamentals of total quality management : process analysis and improvement - United Kingdom: Chapman & hall, 2002. - 372p.;

1. Historical evolution of total quality management 2. Some definitions of quality 3. Philosophy, principles and concepts of TQM 4. Quality management systems and standardization 5. The European quality award 6. Tools for the quality journey 7. Some new management techniques 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 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. Interantional service system A/S case studies: the winning hand

ISBN: 9780748772933

Subjects--Topical Terms:
Total quality management

Dewey Class. No.: 658.4013 / DAH/F