Richard Leonard Williams - Essentials of total quality management

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title	:	Essentials of Total Quality Management WorkSmart Series
author	:	Williams, Richard L.
publisher	:	AMACOM Books
isbn10 | asin	:	0814478336
print isbn13	:	9780814478332
ebook isbn13	:	9780585026053
language	:	English
subject	Total quality management.
publication date	:	1994
lcc	:	HD62.15.W543 1994eb
ddc	:	658.5/62
subject	:	Total quality management.

ESSENTIALS OF TOTAL QUALITY MANAGEMENT

The WorkSmart Series The Basics of Business Writing Commonsense Time Management Effective Employee Orientation Essentials of Total Quality Management Goal Setting Great Customer Service on the Telephone How to Become a Skillful Interviewer How to Speak and Listen Effectively The Power of Self-Esteem Productive Performance Appraisals Resolving Conflicts on the Job Successful Team Building

ESSENTIALS OF TOTAL QUALITY MANAGEMENT Richard L. Williams AMERICAN MANAGEMENT ASSOCIATION THE WORKSMART SERIES New York * Atlanta * Boston . Chicago * Kansas City * San Francisco * Washington, D.C. Brussels * Mexico City * Tokyo * Toronto

This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Williams, Richard L. (Richard Leonard), 1943 Essentials of total quality management / Richard L. Williams. p. cm.(The WorkSmart series) Includes bibliographical references and index. ISBN 0-8144-7833-6 1. Total quality management. I. Title. II. Series. HD62.15. W543 1994 658.5'62dc2094-4851 CIP 1994 AMACOM, a division of American Management Association, New York. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing Number 10 9 8 7 6 5 4

To Rhonda my best friend and eternal companion

Page vii CONTENTS PREFACE ix CHAPTER 1 What Is TQM? 1 CHAPTER 2 Where Did TQM Begin? 6 CHAPTER 3 What TQM Isn't 16 CHAPTER 4 The Nature and Origins of Quality 23 CHAPTER 5 Quality Manufacturing or Quality Service? 34 CHAPTER 6 Implementing TQM in an Organization 43 CHAPTER 7 Six TQM Techniques 56 CHAPTER 8 TQM Tools 70 CHAPTER 9 Making TQM Work 83 CHAPTER 10 TQM Awards, Standards, and Certifications 95 GLOSSARY OF TERMS 101 INDEX 105

Page ix PREFACE The ultimate purpose of Total Quality Management (TQM) in any organization is to improve the quality of that organization's products and services for the customer. This book has a dual purpose. The first is to help readers understand the basic philosophy and principles of TQM so they can make an informed decision whether to pursue this management approach in their organization. The second is to help supervisors, managers, and leaders understand the nature of TQM and be able to apply its principles to their departments and organizations.

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