Introduction to total quality: Quality, productivity, competitiveness/ by David L. Goetsch and Stanley Davis

Includes appendix and index

Chapter I. The total quality concept: An overview --II. Quality and competitiveness --III. Total quality and ethics --IV. Partnering for competitiveness --V. Quality culture --VI. Establishing a customer focus --VII. Total employee involvement and empowerment --VIII. Leadership, team building, and teamwork --IX. Decision making and problem solving --X. Communication/interpersonal relations/conflict management --XI. Education and training --XII. Overview of total quality tools --XIII. Bench marking --XIV. Continuous improvement --XV. Quality function deployment --XVI. Statistical process control --XVI. Just-in-time manufacturing --XVIII. Implementing total quality management.