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Implementing Quality With A Customer Focus
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Book Synopsis Understanding, Managing and Implementing Quality by : Jiju Antony
Download or read book Understanding, Managing and Implementing Quality written by Jiju Antony and published by Routledge. This book was released on 2002-09-06 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book considers strategic aspects of quality management and self-assessment frameworks, and provides an in-depth examination of a number of the main quality improvement tools and techniques. Incorporating a critical orientation and drawing upon original case-studies, it also reviews the implementation of a variety of quality management programmes in a range of organisational contexts, including manufacturing, higher education, health care, policing and retailing.
Book Synopsis Principles of Quality Management by : Stacy Escobar
Download or read book Principles of Quality Management written by Stacy Escobar and published by . This book was released on 2015-01-20 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: An in-depth discussion regarding quality management and its practices has been highlighted in this up-to-date book. It consists of a compilation of reviews and research works contributed by professionals from across the globe. A practical approach to quality management will facilitate the readers with comprehensive information regarding topics ranging from basic to total quality practices in organizations, providing a systematic coverage of topics. The primary focus of this book is on quality management practices in organizations and dealing with particular total quality practices to quality management systems. This book can be used as a valuable source of reference at colleges, universities, corporate organizations, and for individual readers who wish to increase their knowledge regarding this field. The information provided in this book will serve as a helpful and useful guide for practitioners seeking to comprehend and use suitable techniques for implementation of total quality.
Book Synopsis Total Quality: a Customer Focus by : Pearson Education, Limited
Download or read book Total Quality: a Customer Focus written by Pearson Education, Limited and published by Select Knowledge Limited. This book was released on 1995-06 with total page 66 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title explains why quality is important to all organisations, and defines exactly what is meant by the term ‘quality’ in relation to the ongoing focus on the customer.
Book Synopsis Out of the Crisis, reissue by : W. Edwards Deming
Download or read book Out of the Crisis, reissue written by W. Edwards Deming and published by MIT Press. This book was released on 2018-10-16 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: The classic and deeply influential work on business management, leadership, problem solving, and quality control—based on Denning’s famous 14 Points for Management. Now reissued for the managers and leaders of today! Translated into 12 languages and continuously in print since its original publication in 1982, this highly influential framework presents the foundations for a completely transformational way to lead and manage people, processes, and resources. According to Deming, American company management’s failure to plan for the future brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to: • Stay in business • Protect investment • Ensure future dividends • Provide more jobs through improved product and service In simple, direct language, Deming explains the principles of management transformation and how to apply them. This edition includes a foreword by Deming’s grandson, Kevin Edwards Cahill, and Kelly Allan, business consultant and Deming expert.
Book Synopsis The Perception of Quality by : George N. Kenyon
Download or read book The Perception of Quality written by George N. Kenyon and published by Springer. This book was released on 2014-11-25 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.
Book Synopsis Customer Centricity by : Peter Fader
Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Book Synopsis Customer-Oriented Quality Management in the Automotive Industry by : Marit Breitfeld
Download or read book Customer-Oriented Quality Management in the Automotive Industry written by Marit Breitfeld and published by diplom.de. This book was released on 2005-02-28 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: In times of severe competition, it is of crucial importance to create a competitive advantage to differentiate from the competitors and to sustain the business of the company. This thesis intends to show that a customer-focused quality management is one way to create a sustainable competitive advantage. Quality controls along the whole value chain -before, during and after production- leads to failure free products, which save costs on the one hand and have thus a positive influence on the company s revenue. On the other hand failure free products that meet the customers expectations lead to satisfied customers who build up a brand loyalty and conduct retention sales, which have a positive influence on the company s sales, market share as well as the overall image. Furthermore, this thesis points out that it is important to listen to the voice of the customers and get an insight in the customer s needs and wants. To fulfil or even exceed their expectations leads to customer satisfaction, which is a key to success in today s business world. In addition, the customer demands in regard of quality are growing continuously and new technologies are appearing on the markets on a regular basis. Therefore the producers are forced to keep to the latest technology developments and to get hold on the changing customer needs. But even without this external pressure, quality improvement is justified from a cost point of view. The applicability of a customer-oriented quality management is shown in the practical part of this thesis, when the quality of the Saab models is analyzed from the customer s perspective. Due to the arguments, outlined in this thesis, it can be summarized that a quality management with a focus on the needs of the customers in should become a core strategy of any company producing and selling products in order to create customer satisfaction and sustain the business. This thesis deals with the field of quality management in the context of customer satisfaction. To show the practical applicability of quality management, this thesis is looking at how quality management is conducted in the automotive industry, as we compare the Initial Quality Study (IQS) from the market research institute J. D. Power with a survey that was internally conducted at the Saab Automobile AB. Today s business environment creates a growing need for quality management. Tougher competition leads to the demand for cost savings and higher [...]
Book Synopsis Implement ISO9001:2008 Quality Management System by : DIVYA SINGHAL
Download or read book Implement ISO9001:2008 Quality Management System written by DIVYA SINGHAL and published by PHI Learning Pvt. Ltd.. This book was released on 2012-04-02 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: ISO 9000 series standards have changed the whole concept of quality management methods. ISO 9001:2008 QMS standard has been implemented and ISO 9000 series standards have been adopted as national standards or endorsed for use in 178 countries and economies. ISO 9001:2008 Quality Management System (QMS) is based on eight quality management principles and there are various internal and external benefits of implementing this standard, whether or not an organization goes for certification. This book provides the readers with an accessible and up-to-date introduction to the essentials of a quality management system, discusses what is in the ISO 9001:2008 QMS and shows how the organizations can implement this system. With the authors’ extensive experience in QMS audit, training and advisory services, the book incorporates basic information on understanding and implementing ISO 9001:2008 QMS and highlights its importance towards making quality the fundamental business principle. The text contains plenty of practical tips and guidance on how to implement ISO 9001:2008 QMS in the real world. It discusses sample QMS procedures, emphasizes the importance of maintaining a value added internal audit system and highlights the necessity of developing the QMS documentation procedures. Apart from the regular BBA, MBA, and diploma courses in Total Quality Management, this book is also suitable for Management Development Programmes in Quality Management and ISO 9001 offered to professionals by many of the B-schools.
Book Synopsis Customer Care Excellence by : Sarah Cook
Download or read book Customer Care Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2010-11-03 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Book Synopsis Improving Service Quality in the Global Economy by : Michael Milakovich
Download or read book Improving Service Quality in the Global Economy written by Michael Milakovich and published by CRC Press. This book was released on 2005-08-03 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Download or read book Quality written by Bo Bergman and published by McGraw-Hill Companies. This book was released on 1994 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduces quality management and methodology at an undergraduate level. Divided into five parts, it offers a comprehensive review of the subject and includes appendices of basic statistics.
Book Synopsis Quality Management Implementation in Higher Education: Practices, Models, and Case Studies by : Sony, Michael
Download or read book Quality Management Implementation in Higher Education: Practices, Models, and Case Studies written by Sony, Michael and published by IGI Global. This book was released on 2019-08-02 with total page 483 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although initially utilized in business and industrial environments, quality management systems can be adapted into higher education to assess and improve an institution’s standards. These strategies are now playing a vital role in educational areas such as teaching, learning, and institutional-level practices. However, quality management tools and models must be adapted to fit with the culture of higher education. Quality Management Implementation in Higher Education: Practices, Models, and Case Studies is a pivotal reference source that explores the challenges and solutions of designing quality management models in the current educational culture. Featuring research on topics such as Lean Six Sigma, distance education, and student supervision, this book is ideally designed for school board members, administrators, deans, policymakers, stakeholders, professors, graduate students, education professionals, and researchers seeking current research on the applications and success factors of quality management systems in various facets of higher education.
Book Synopsis Implementing Service Quality in IP Networks by : Vilho Räisänen
Download or read book Implementing Service Quality in IP Networks written by Vilho Räisänen and published by John Wiley & Sons. This book was released on 2003-07-25 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: While more and more data is shifted from circuit-switched to packet-switched networks, the users of these networks expect a smooth, continuously unproblematic service (unrelated to the amount of data transported). Therefore, the reliability of a network as well as the satisfaction of its users relies largely on Quality of Service (QoS). Service quality through resource management in IP networks will ensure that sufficient resources are available to fulfil the delay of applications and packet loss requirements. This year several books on QoS from the angle of operators/engineers have been published HOWEVER, none of these titles tackle the management side of the problem. This book shows how to determine quality requirements of services, it discusses and considers the various means of allocating network resources and of supervising the service quality. Furthermore, it explores strategies for allocating network resources and their relation to revenue or operator utility as well as service allocation optimization. The book concludes with a Nokia case study that illustrates the previously mentioned concepts. Essential reading for networking professionals wishing to understand service quality management in IP networks, as well as students needing to understand principles and basic techniques of service quality management.
Author :United States. Congress. House. Committee on Science, Space, and Technology. Subcommittee on Technology, Environment, and Aviation Publisher : ISBN 13 : Total Pages :236 pages Book Rating :4.0/5 ( download)
Book Synopsis The Malcolm Baldrige National Quality Award by : United States. Congress. House. Committee on Science, Space, and Technology. Subcommittee on Technology, Environment, and Aviation
Download or read book The Malcolm Baldrige National Quality Award written by United States. Congress. House. Committee on Science, Space, and Technology. Subcommittee on Technology, Environment, and Aviation and published by . This book was released on 1994 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis TOTAL QUALITY MANAGEMENT, SECOND EDITION by : MUKHERJEE, P. N.
Download or read book TOTAL QUALITY MANAGEMENT, SECOND EDITION written by MUKHERJEE, P. N. and published by PHI Learning Pvt. Ltd.. This book was released on 2024-08-01 with total page 430 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, in its second edition, presents a comprehensive view of concepts, principles and practices of Total Quality Management (TQM) from basics through advanced tools and techniques for practical implementation. It is well known that 'Total Organization Involvement' in understanding and implementing TQM, along with the integrated business strategy, provided Japanese organizations with a strong platform for a meteoric rise to world-class performance and global leadership in every sphere of their operation. The success of TQM, therefore, depends a lot on the strong foundation and infrastructure of an organization. This is the crux of the author's theory of 'Holistic Management System for World-class Performance and Leadership' expounded in this book. It is a TQM-based model that helps create a world-class management system for performance excellence and global leadership. The second edition of the book introduces three new chapters on 'Quality 4.0', 'Service Quality' and 'Contemporary and Emerging Concepts of TQM' to keep the readers abreast of the latest advancements in the field. The last chapter covers Quality 5.0, Society 5.0, AI & ML, Deep Learning, Robotics, Cobots and Chatbots. These technologies are integrated to synchronize TQM with latest trends in industry and society to give hands-on experience to the students and professionals. Besides, the chapter on 'Six Sigma' has been revised and updated. The concluding part of the book cites several examples of practical implementation of TQM principles and practices in various manufacturing and service sectors of the Indian industry, providing elaboration and analysis of each case study. The book is aimed at undergraduate and postgraduate students of management as well as students of most engineering disciplines. It can also be used by the industries as a valuable guide to continuous improvement and implementation of a world-class management system in line with the TQM principles and practices. In a nutshell, the book provides wide coverage of areas related to TQM and integrates all its processes, tools and techniques under one management system to help businesses grow and excel. This is indeed the unique feature of the book. The first edition of the book is already among the top 20 all-time best book on 'Total Quality Management' and has 88 citations globally. TARGET AUDIENCE • PGP. (Production & Operations Management) • MBA (Production & Operations Management) • PGDM (Operations Management)
Book Synopsis Sustainable Excellence in Small and Medium Sized Enterprises by : Fatima Ezahra Touriki
Download or read book Sustainable Excellence in Small and Medium Sized Enterprises written by Fatima Ezahra Touriki and published by Springer Nature. This book was released on 2022-03-18 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is a collection of the up-to-date experience and knowledge about the implementation of sustainable business excellence in a particular context of SMEs. The book uses empirical and practical approach to tackle this issue, which is underdeveloped in the literature. Hence, it could constitute a relevant reference for SMEs managers seeking to manage their operations sustainably, efficiently and resiliently. The book also integrates the smart component to the sustainable business excellence and proves for those who are still skeptical that SMEs could benefit from smart and digital technology in the favor of sustainability and business excellence. Overall, we build on successful initiatives we experienced in real life to guide SMEs in order to be sustainable smart and resilient in the post COVID context which is highly demanding in terms of business excellence and efficiency.
Book Synopsis Handbook of Industrial, Work & Organizational Psychology by : Neil Anderson
Download or read book Handbook of Industrial, Work & Organizational Psychology written by Neil Anderson and published by SAGE. This book was released on 2001-10-19 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: Work in the 21st century requires new understanding in organizational behaviour: how individuals interact together to get work done. This volume brings together research on essential topics such as motivation; job satisfaction; leadership; compensation; organizational justice; communication; intra- and inter-team functioning; judgement and decision-making; organizational development and change. Psychological insights are offered on: management interventions; organizational theory; organizational productivity; organizational culture and climate; strategic management; stress; and job loss and unemployment.
