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Principles of Total Quality, Third Edition

In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors. This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations. The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.

Quality is measured by the cost of quality which is the expense of non
conformance — the cost of doing things wrong. Philip Crosby Quality Is Free
What will it cost to improve quality? What will it cost to not improve quality? These
are basic questions that managers need to ask as they focus on the bottom line
and company strategic decisions. These questions about the cost of quality have
served to draw attention to the quality movement. No one will deny the
importance of quality, but it ...