Total Quality Management

by Dale H. Besterfield, Glen Besterfield

KEY solid reference guide for quality professionals, this progressive book provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-encompassing, single-volume review that covers not only the principles and practices, but also the tools and techniques. KEY the principles and practices that make up the backbone of TQM, with insightful analyses of such areas as leadership, customer satisfaction, employee involvement, continuous process improvement, supplier partnership, and performance measures. Also fully explores TQM's tools and techniques, with full chapters on SPC, ISO 9000, benchmarking, quality function deployment, concurrent engineering, experimental design, Taguchi's quality engineering, and products liability - and concludes with four new chapters on failure mode and effect analysis, total productive maintenance, ISO 14000 and management tools. For those in the technical, engineering, business, education, and health care fields.

533 pages, Hardcover

First published October 1, 1994

Reviews

[Sachinroy]

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[Rao Hashir]

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[Krishna]

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[Shaban]

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[الاء الشنطي Ala Al-Shanti]

A Rich book of Total Quality Management talk about how important the TQM is for a company, and how implementing TQM drives to GROWTH.
- Applying TQM >> Increase productivity >> Lowering cost >> Business growth!
But this require a "cultural change".. - very smart-!

building a TQM principle in a company will not happen overnight, it is a long-term changing.
"Quality is the responsibility of everyone in the organization".
I loved that rule, I can call it - A GOLD RULE-.

1 )The book talks widely about LEADERSHIP, but briefly I can say :
Leadership is to focus on customer, to empower employee, encourage collaboration and team effort, Train, Couch , rather than supervise.

2) The implementation of TQM is the responsibility of everyone, it starts at the Senior manager, going to CEO, then getting involve in all directions. Developing the CORE VALUE is a good step to start.

3) Customers are two types according to the book, Internal and External, customer feedback is the main thing to development.
"Customer Is Always Right" . - GOLD RULE-!

4) Employee involvement in TQM process is very important and can be listed in : Training , Education, Safe job.
* The Goal Is To Achieve Perfection*

5) Supplier Partnership was covered in a nice way in this book, two main points : make long-term relationship with the supplier, and make the selection criteria on quality not on price.

- The most important measure of performance is how much the Poor Quality Cost is.
Increasing the total quality cost will decrease the failure cost.

Such a great experience with this book, very important knowledge if you want to make a business, or you already have one but need to be the first in your field, I highly Recommend this book for you!

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[Ravi Kasera]

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