quality management ebook
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Graeme Knowles
Quality Management
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Graeme Knowles
Quality Management
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3
Quality Management
© 2011 Graeme Knowles &
bookboon.com
ISBN 978-87-7681-875-3
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Quality Management
4
Contents
Contents
1 Introduction 9
2 Background and History 10
2.1 Denition of Quality 10
2.2 Understanding Quality Management 11
2.3 Development of Quality inking 12
2.4 Summary 17
3 Why Quality Management? 18
3.1 Introduction 18
3.2 What is Wrong with Traditional Approaches? 18
3.3 Tangible Benets 21
3.4 Intangible Benets 28
3.5 Summary and impact 28
4 e Contribution of Dr. W. Edwards Deming 30
4.1 Introduction 30
4.2 e 14 Points 30
4.3 e Deadly Diseases 33
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Quality Management
5
Contents
4.4 e System of Profound Knowledge (SoPK) 35
4.5 Summary 37
5 Standards and Models 38
5.1 Why Do we Need Standards and Models? 38
5.2 ISO 9000 Series Standards 38
5.3 Self- Assessment Models of Quality 43
6 Customers 51
6.1 Introduction 51
6.2 Customers and Quality: e Myths 51
6.3 Internal and External Customers 55
6.4 Requirements Gathering and Value Analysis 55
6.5 Summary 58
7 Leadership in Quality Management 59
7.1 Introduction 59
7.2 Principles of Leadership for Quality 60
7.3 Leadership Decision Making 69
7.4 Summary and impact 79
8 Strategic Quality Management 80
8.1 Introduction 80
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