Κλειδάριθμος Διοίκηση για την Ποιότητα και Επιτέλεση Αριστείας

Quality is of vital importance to the entire world, business and non-business. Security – or the lack of it – is an important issue in all of our lives. Quality and the methodology to ensure it are extremely important to today's finance and business school students, future business leaders, as well as those who have already joined the business workforce. It is also necessary for today's businesses and organizations to leverage and benefit from the knowledge and lessons learned by the best organizations. With examples from the world of modern business, case studies, and descriptive data visualizations, this volume focuses on the fundamentals of total quality and emphasizes high-performance management practices as reflected in the Baldrige performance excellence criteria. Written by two experienced leaders in the fields of quality and performance management, it is the ultimate resource for covering ISO 9000 certification, the Six standards. The book, now in its 10th edition, continues to embrace the fundamental principles, criteria and historical foundations of total quality, providing the foundations for understanding and applying technical tools and achieving excellent performance from a business perspective. All its chapters have been carefully updated to cover the latest developments, and it includes a wealth of new and updated case studies in the Quality Profiles and Quality in Practice sections. Contents: •Part 1: Principles of Quality •Introduction to Quality •Basic Concepts of Quality Management •Customer Focus •Workforce Focus •Process Focus •Part 2: Quality Tools and Techniques •Statistical Methods in Quality Management •Planning for excellent quality and products •Quality measurement and control •Process improvement and Six Sigma •Part 3: Beyond quality management: Managing for performance excellence •The Baldrige framework for performance excellence •Strategy and performance excellence •Measurement and knowledge management for excellence in performance •Leadership for excellence in performance •Achieving and sustaining excellence in quality and performance •Appendixes and the world-renowned Malcolm Baldridge Quality Award. Key features of the book: ··Rich supplementary material on the companion website for the student, with data files, Excel templates and examples Covers most of the Body of Knowledge (BOK) required for the Certified Quality Manager certification by the American Association for Quality (ASQ)