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MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 11E helps you learn on your terms. This edition presents the latest developments in the field as you examine fundamental principles, criteria and the historic underpinnings of total quality. The authors provide a solid foundation for understanding and applying technical tools and performance excellence from an enterprise perspective. This digital resource gives you the flexibility to highlight key text, add notes and create custom flashcards. When it's time to study, everything that has been flagged or noted can be gathered into an easily accessible guide. The Readspeaker feature reads text aloud, so you can learn on the go, wherever you are.

Managing for Quality and Performance Excellence

Part I: PRINCIPLES OF QUALITY MANAGEMENT.

1. Introduction to Quality.

2. Foundations of Quality Management.

3. Customer Focus.

4. Workforce Focus.

5. Process Focus.

Part II: TOOLS AND TECHNIQUES FOR QUALITY.

6. Statistical Methods in Quality Management.

7. Design for Quality and Product Excellence.

8. Measuring and Controlling Quality.

9. Process Improvement and Six Sigma.

Part III: BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE.

10. The Baldrige Framework for Performance Excellence.

11. Strategy and Performance Excellence.

12. Measurement and Knowledge Management for Performance Excellence.

13. Leadership for Performance Excellence.

14. Building and Sustaining Quality and Performance Excellence.

Appendices.