Managing for Quality and Performance Excellence,
12th Edition

Part I: PRINCIPLES OF QUALITY MANAGEMENT.
1. Introduction to Quality.
2. Foundations of Quality Management.
3. Customer Focus.
4. Workforce Focus.
5. Process Focus.
Part II: TOOLS AND TECHNIQUES FOR QUALITY.
6. Statistical Methods in Quality Management.
7. Design for Quality and Product Excellence.
8. Measuring and Controlling Quality.
9. Problem Solving and Quality Improvement.
10. Six Sigma: Concepts and Implementation.
Part III: BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE.
11. The Baldrige Framework for Performance Excellence.
12. Strategy and Performance Excellence.
13. Measurement and Knowledge Management for Performance Excellence.
14. Leadership for Performance Excellence.
15. Building and Sustaining Quality and Performance Excellence.
Appendices.

• James R. Evans

  James R. Evans is Professor Emeritus in the Department of Operations, Business Analytics and Information Systems in the Lindner College of Business at the University of Cincinnati. He has served as president of the Decision Sciences Institute and served for 11 years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been editor of the Quality Management Journal, has been published by the American Society for Quality and has served on editorial boards of numerous other journals. Dr. Evans has published 100 refereed papers and more than 50 editions of leading books in operations management, quality, Six Sigma and business analytics. During the annual Quality Congress in May 2004, the American Society for Quality presented Dr. Evans and co-author Dr. William Lindsay with the Philip B. Crosby Medal for THE MANAGEMENT AND CONTROL OF QUALITY, 5th Edition, also published by Cengage, and now in its 11th edition. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods and techniques of quality management."

• Embrace the fundamental principles, criteria and historical foundations of total quality, while providing a foundation for understanding and applying technical tools and performance excellence from an enterprise perspective. All chapters have been carefully edited and updated where appropriate to provide the most current coverage available.

• Quality Profiles and Quality in Practice features are updated with current and applicable material. These profiles and QIP features emphasize the importance of quality in the global economy.

• Carefully revised online support materials enhance user-friendliness by reorganizing and renaming key resources, reformatting Excel files, and including questions from the text in the instructor’s solution documents. In addition, Excel files for problem solutions have been updated for additional clarity.

• A DEDICATED TEAM IS READY TO SUPPORT YOUR TEACHING WHENEVER YOU NEED THEM. This MindTap Reader isn’t just a tool; it’s backed by a professional, personalized team eager to support your instruction. This edition is also backed by resources from one of the most trusted names in business education today. Get help setting up your course and tailoring it to your specific objectives. You’ll be ready to make an impact from day one. And, we’ll be right here to help you and your students throughout the semester -- and beyond.

Cengage provides a range of supplements that are updated in coordination with the main title selection. For more information about these supplements, contact your Learning Consultant.

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