| 本书对于那些接受短期培训的管理者、MBA，以及想迅速了解这一问题核心内容的教师和学生来说，都不失为极具价值的参考书。它还可以作为管理人员的藏书，以及那些有抱负的管理人 员完善自己知识和技能的参考资料。 |
| 1 focus on the customer 1 the customer as king l consumer power 5 customer care the american way 7 disregarding the customer 9 relationship marketing l3 notes l9 2 core concepts of total quality management 21 quality for profit 22 right first time 23 cost of quality 28 competitive benchmarking 29 everyone is involved 35 synergy in team work 37 ownership and elements of seif-management 44 managers as role models 47 recognition and rewards 50 the quality delivery process 5l notes 58 3 leaming from the quality gurus 60 .w. edwards deming 61 joseph m. juran 70 karou ishikawa 74 philip b. crosby 75 william e. conway 80 notes 82 4 cutting the cost of quality 84 case study of the space shuttle challenger accident 85 cost of quality 95 cost of quality examples 98 notes 110 5 case studies of totai quaiity management ll2 changing the company culture 112 british airways - new routes to customer service 117 ibm - creating a quality policy and plan 126 xerox corporation - using tqm as a competitive strategy l35 paul revere insurance group - tqm in a paper and ideas business 140 royal mail - projects for tqm l48 notes l59 6 toois and techniques of total quality management l62 techniques for analysing a quality process l63 statistical process control l69 organized problem solving l71 problem-solving tools l73 notes 182 7 avoiding the hype l83 further reading l84 conclusion 195 notes 196 lndex 197 |
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