Introduction

The Evolution of Quality Management

The Foundations of Modern Quality Management: The Gurus

Insights on Quality Management

Assessing Service Quality

The Determinants of Quality

The Consequences of Poor Quality

Newsclip: U.N. Agency Launches Effort Against Medical Errors

Benefits of Good Quality

Reading: Hyndai: Kissing Clunkers Goodbye

Responsibility for Quality

The Costs of Quality

Ethics and Quality Management

Quality Awards

The Baldrige Award

Reading: Baldrige Core Values and Concepts

The European Quality Award

The International Asia-Pacific Quality Award

The Deming Prize

Quality Certification

ISO 9000 and 14000

Total Quality Management

Six Sigma

Obstacles to Implementing TQM

Reading: What Keeps Six Sigma Practitioners Up at Night?

Criticisms of TQM

Problem Solving

The Plan-Do-Study-Act Cycle

Process Improvement

Quality Tools

Reading: How Samsung Transformed Its Corporate R&D Center

                Asia's First Pharmacy Robot

Illustrations of the Use of Graphical Tools

Methods for Generating Ideas

Reading: Learning From Others

                Will This Burger Making Robot Change the Food Service Industry Forever?

Operations Strategy

Summary

Key Terms

Solved Problem

Discussion and Review Questions

Taking Stock

Critical Thinking Exercises

Group/Experiential Learning Exercises

Problems

Cases: Chick-n-Gravy Dinner Line

            Tip Top Markets

Selected Bibliography and Further Reading