ISBN: 9788120328211    Publisher: Phi Learning Pvt. Ltd Year of publishing: 2008     No of Pages: 424        Language: English

he goal of this book is to familiarize the reader with the cornerstones of creating and sustaining organizational effectiveness. The text addresses the following questions: • What does our organization need to do to remain competitive in a global economy? • How do we know what the customer wants? • How can we improve our processes and integrate our functions so that they provide customer satisfaction through the best use of the resources available? • How do we create an internal environment that enables everyone who works for us to perform to the best of their ability? • How do we know that we are doing the right things right? The book emphasizes practical application of quality management principles, tools, and techniques. These include: • Malcolm Baldrige National Quality Award • Six Sigma • ISO 9000 • Customer value creation • Leadership • Strategic planning • Process improvement and management • Measures of performance • Human resources management • Knowledge and information management • Project management • Business results The text provides: • a business viewpoint by utilizing real-world examples from a variety of industries and organizations • a multi-chapter case study utilizing the Malcolm Baldrige National Quality Award criteria to review the effectiveness of an actual organization • examples and problems showing the application of ideas and concepts • an overview of statistical process control
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