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Test Bank for Managing for Quality and Performance Excellence, 10th Edition

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Product Details:

  • ISBN-10 ‏ : ‎ 1305662547
  • ISBN-13 ‏ : ‎ 978-1305662544
  • Author:  James R. Evans, William M. Lindsay

Packed with current examples, cases, and illustrations, market-leading MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 10e focuses on the fundamental principles of total quality and emphasizes high-performance management practices, such as those reflected in the Baldrige Criteria. Written by experienced leaders in the fields of performance management and quality, the text delivers the definitive resource for coverage of ISO 9000 certification, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards. A wealth of current examples from leading organizations throughout the world reflects quality as they emphasize the practical aspects of the book’s managerial focus and pertinent technical topics. You can efficiently prepare to become an ASQ Certified Quality Manager, as this edition covers most of the Body of Knowledge required for ASQ certification. It’s everything you need — now and throughout your career — to ensure quality management success.

 

Table of Content:

  1. Part 1: Principles of Quality
  2. Ch 1: Introduction to Quality
  3. Defining Quality
  4. History of Quality Management
  5. Quality in Manufacturing
  6. Quality in Service Organizations
  7. Quality in Business Support Functions
  8. Quality and Competitive Advantage
  9. Quality and Personal Values
  10. Summary of Key Points and Terminology
  11. Review Questions
  12. Discussion Questions
  13. Projects, Etc.
  14. Cases
  15. Notes
  16. Ch 2: Foundations of Quality Management
  17. The Deming Philosophy
  18. The Juran Philosophy
  19. The Crosby Philosophy
  20. Other Quality Philosophers
  21. Principles, Practices, and Techniques of Quality Management
  22. Variation and Statistical Thinking
  23. Quality Management Systems
  24. Summary of Key Points and Terminology
  25. Review Questions
  26. Discussion Questions
  27. Projects, Etc.
  28. Cases
  29. Notes
  30. Ch 3: Customer Focus
  31. Customer Satisfaction and Engagement
  32. Identifying Customers
  33. Understanding Customer Needs
  34. Linking Customer Needs to Design, Production, and Service Delivery
  35. Building a Customer-Focused Organization
  36. Managing Customer Relationships
  37. Measuring Customer Satisfaction and Engagement
  38. Summary of Key Points and Terminology
  39. Review Questions
  40. Discussion Questions
  41. Problems
  42. Projects, Etc.
  43. Cases
  44. Notes
  45. Ch 4: Workforce Focus
  46. The Evolution of Workforce Management
  47. High Performance Work Culture
  48. Principles of Workforce Engagement and Motivation
  49. Designing High-Performance Work Systems
  50. Assessing Workforce Effectiveness, Satisfaction, and Engagement
  51. Sustaining High-Performance Work Systems
  52. Summary of Key Points and Terminology
  53. Review Questions
  54. Discussion Questions
  55. Projects, Etc.
  56. Cases
  57. Notes
  58. Ch 5: Process Focus
  59. Process Management
  60. Identifying Processes and Requirements
  61. Process Design
  62. Process Control
  63. Process Improvement
  64. Managing Supply Chain Processes
  65. Summary of Key Points and Terminology
  66. Review Questions
  67. Discussion Questions
  68. Problems
  69. Projects, Etc.
  70. Cases
  71. Notes
  72. Part 2: Tools and Techniques for Quality
  73. Ch 6: Statistical Methods in Quality Management
  74. Basic Probability Concepts
  75. Probability Distributions
  76. Statistical Methodology
  77. Statistical Analysis with Microsoft Excel
  78. Statistical Inference
  79. Summary of Key Points and Terminology
  80. Review Questions
  81. Problems
  82. Projects, Etc.
  83. Cases
  84. Notes
  85. Ch 7: Design for Quality and Product Excellence
  86. Product Development
  87. Concept Development and Innovation
  88. Detailed Design
  89. Design for Reliability
  90. Design Optimization
  91. Design Verification
  92. Summary of Key Points and Terminology
  93. Review Questions
  94. Problems
  95. Projects, Etc.
  96. Cases
  97. Notes
  98. Ch 8: Measuring and Controlling Quality
  99. Measurement for Quality Control
  100. Measurement System Evaluation
  101. Process Capability Measurement
  102. Pre-Control
  103. Statistical Process Control
  104. Control Charts for Variables Data
  105. Control Charts for Attributes Data
  106. Summary of Control Chart Construction
  107. Implementing Statistical Process Control
  108. Summary of Key Points and Terminology
  109. Review Questions
  110. Problems
  111. Cases
  112. Notes
  113. Ch 9: Process Improvement and Six Sigma
  114. Process Improvement Methodologies
  115. Six Sigma
  116. Implementing Six Sigma
  117. Using the DMAIC Process
  118. Lean Tools for Process Improvement
  119. Summary of Key Points and Terminology
  120. Review Questions
  121. Discussion Questions
  122. Problems
  123. Projects, Etc.
  124. Cases
  125. Notes
  126. Part 3: Beyond Quality Management: Managing for Performance Excellence
  127. Ch 10: The Baldrige Framework for Performance Excellence
  128. The Baldrige Excellence Framework
  129. International Quality and Performance Excellence Programs
  130. Baldrige, ISO 9000, and Six Sigma
  131. Summary of Key Points and Terminology
  132. Review Questions
  133. Discussion Questions
  134. Projects, Etc.
  135. Cases
  136. Notes
  137. Ch 11: Strategy and Performance Excellence
  138. The Scope of Strategic Planning
  139. The Seven Management and Planning Tools
  140. Organizational Design for Performance Excellence
  141. Core Competencies and Strategic Work System Design
  142. Summary of Key Points and Terminology
  143. Review Questions
  144. Discussion Questions
  145. Projects, Etc.
  146. Cases
  147. Notes
  148. Ch 12: Measurement and Knowledge Management for Performance Excellence
  149. The Value and Scope of Performance Measurement
  150. Designing Effective Performance Measurement Systems
  151. Analyzing and Using Performance Data
  152. Managing Information Resources
  153. Knowledge Management
  154. Summary of Key Points and Terminology
  155. Review Questions
  156. Discussion Questions
  157. Projects, Etc.
  158. Cases
  159. Notes
  160. Ch 13: Leadership for Performance Excellence
  161. Leadership Competencies and Practices
  162. Leadership Theory and Practice
  163. Leadership, Governance, and Societal Responsibilities
  164. Summary of Key Points and Terminology
  165. Review Questions
  166. Discussion Questions
  167. Projects, Etc.
  168. Cases
  169. Notes
  170. Ch 14: Building and Sustaining Quality and Performance Excellence
  171. Organizational Culture and Change
  172. Strategies for Quality and Performance Excellence
  173. The Journey toward Performance Excellence
  174. A View toward the Future
  175. Summary of Key Points and Terminology
  176. Review Questions
  177. Discussion Questions
  178. Projects, Etc.
  179. Cases
  180. Notes
  181. Appendices
  182. Appendix A: Tables
  183. Appendix B: Factors for Control Charts
  184. Appendix C: Random Digits
  185. Index

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