Introduction

Insights on Quality Management

Defining Quality: The Dimensions of Quality

Assessing Service Quality

The Determinants of Quality

Responsibility for Quality

Benefits of Good Quality

The Consequences of Poor Quality

The Costs of Quality

Ethics and Quality Management

The Evolution of Quality Management

The Foundations of Modern Quality Management: The Gurus

Quality Awards

The Baldrige Award

The European Quality Award

The Deming Prize

Quality Certification

ISO 9000, 14000, and 24700

Quality and the Supply Chain

Total Quality Management

Six Sigma

Lean/Six Sigma

Obstacles to Implementing TQM

Criticisms of TQM

Problem Solving

The Plan-Do-Study-Act Cycle

Process Improvement

Quality Tools

Illustrations of the Use of Graphical Tools

Methods for Generating Ideas

Operations Strategy

Cases: Chick-n-Gravy Dinner Line

Tip Top Markets