<p>Aimed at academic and industry courses teaching Total Quality Management, this text shows how to handle the quality improvement process during all steps of a product's life cycle, from customer needs to customer satisfaction, as well as in the support process of an organization. The authors describe philosophies as well as mathods and techniques, the history as well as the future, planning and development as well as manufacturing, and quality for services as well as for goods. The text links quality with the market, productivity, logistics, and investments in a win-win strategy. The up-to-date treatment of current industry topics includes: quality in the supply process, service quality, customer satisfaction (formation, measurement, committment), and leadership for quality (improvement programs, company assessments, quality awards, and learning organizations). There is a twelve-chapter treatment of the quantitative aspects of quality and an appendix of basic statistics.</p>

Quality: From Customer Needs to Customer Satisfaction

Business & Money

Bergman, Bo

Klefsjo, Bengt

Management & Leadership

Mcgraw-Hill College

<p>Quality means to satisfy, and preferably exceed, the needs and expectations of the customers. Increased customer requirements, new technological possibilities and the ongoing globalisation mean that a focus on quality improvements is necessary for all organisations, both producers of goods and services, who want to strengthen their competitiveness on the world market. The book consists of five fairly independent parts. In Part I, the quality concept and the history of the quality movement is described. Furthermore, the relation between quality improvements, on one hand, and costs, profitability and success, on the other, is illustrated. Part II deals with methodologies and tools, which facilitate a customer focused product development. Among these are Quality Function Deployment, Reliability, Design of Experiments and Robust Design. Part III focuses on the concept of variation and on methodologies and tools for quality improvements. The Seven Improvement Tools, Statistical Process Control and Capability are discussed. Part IV discusses satisfaction and loyalty of external and internal customers, what these concepts mean and how to measure them. In Part V, the important role of top management for quality improvements is discussed, as well as the concept of leadership. Furthermore, Processes and Process Management, Six Sigma, Business Excellence Assessments, Quality Awards and ISO 9000:2000 are elucidated.</p>

Quality From Customer Needs To Customer Satisfaction

Processes & Infrastructure

Professional Pub Service

See the best price to sell, buy, or rent books by Klefsjo, Bengt. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Klefsjo, Bengt