000 | 01299nam a22001697a 4500 | ||
---|---|---|---|
020 | _a9780748772933 | ||
082 |
_a658.4013 _bDAH/F |
||
100 | _aDahlgaard, Jens J. | ||
245 | _aFundamentals of total quality management : process analysis and improvement | ||
260 |
_aUnited Kingdom: _bChapman & hall, _c2002. |
||
300 | _a372p.; | ||
505 | _a1. 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 | ||
650 | _aTotal quality management | ||
700 | _aKristensen, Kai | ||
700 | _aGopal K Kanji. | ||
942 | _cBK | ||
999 |
_c75497 _d75497 |