Customer Service, Total Quality Management, Consumer Guides

Total Quality Essentials Using Quality Tools and Systems to Improve and Manage Your Business

Name: Total Quality Essentials Using Quality Tools and Systems to Improve and Manage Your Business
Author: Sarv Singh Soin
ISBN: 9780070595514

by Sarv Singh Soin

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Overview

Total quality for your company. Apply Total Quality and reap the

benefits in your company with this clear, concise guide to key points.

Written especially for busy executives with no time to waste

deciphering jargon, this book takes you straight to the heart of Total

Quality and shows you how to: APPLY the famous Hoshin Kanri Planning

Process; MANAGE key processes in both manufacturing, sales, and

service organizations; CREATE a customer-obsessed organization; HANDLE

customer complaints; DEVELOP a rigorous, successful improvement cycle;

SECURE employee participation in improvements; AUDIT or review a Total

Quality effort. This indispensable sourcebook also reviews the

principles of Total Quality, analyzing the nature of "quality," the

primacy of the customer, learning and growth in the organization, and

more. This band-new revision of a business bestseller brings you: new

quality initiatives; new ways to generate the highest quality products

and services; new material on long-range planning, with insights on

how nations and great companies plan for success; new section on how

to create a business scorecard to measue the health or pulse of the

business, and how to link the scorecard to key processes and business

planning; expanded review of Total Quality Principles; The Chief

Executive's role in the Total Quality effort; revised and expanded

section on conducting Total Quality reviews or audits; and more!

About the Author, Sarv Singh Soin

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

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Editorials

Booknews

Drawing from his years with an international high-tech company, Soin presents the fundamentals of total quality for executives who have no time to waste deciphering jargon. He explains the Hoshin Kanri planning process, a customer-obsessed organization, customer complaints, a successful improvement cycle, employee participation in improvements, and other aspects. His ideas can be applied in manufacturing, sales, or service organizations. The first edition was published in 1992. Annotation c. Book News, Inc., Portland, OR (booknews.com)