Managing Quality, with eBook Access Code : Integrating the Supply Chain (Paperback, 8 ed)

About the Authors xxii

Preface xxiv

Acknowledgments xxvii

Part 1 Understanding Quality Concepts xxvii

1 Differing Perspectives on Quality 2

2 Quality Theory 26

3 Global Supply Chain Quality and International Quality Standards 52

Part 2 Designing and Assuring Quality

4 Strategic Quality Planning 86

5 The Voice of the Customer 112

6 The Voice of the Market 137

7 Quality and Innovation in Product and Process Design 160

8 Designing Quality Services 188

9 Managing Supplier Quality in the Supply Chain 222

Part 3 Implementing Quality

10 The Tools of Quality 240

11 Statistically Based Quality Improvement for Variables 282

12 Statistically Based Quality Improvement for Attributes 321

13 Lean and Six Sigma Management Principles and Tools 345

Part 4 Forever Improving the Quality System

14 Managing Quality Improvement Teams and Projects 390

15 Implementing and Validating the Quality System 423

Appendix A- 1

Glossary G- 1

Index I- 1