Evans, James R. (James Robert), 1950-
Bibliographic record and links to related information available from the Library of Congress catalog
Preface xvii
1 THE QUALITY SYSTEM
Chapter 1 Introduction to Quality 3
Chapter 2 Quality in Manufacturing and Service Systems 39
Chapter 3 Quality Management Philosophies 71
2 MANAGEMENT ISSUES IN QUALITY 115
Chapter 4 Managing for Quality and High Performance 117
Chapter 5 Focusing on Customers 172
Chapter 6 Leadership and Strategic Planning 220
Chapter 7 Human Resource Development and Management 275
Chapter 8 Process Management 339
Chapter 9 Tools for Process Management 396
Chapter 10 Measurement and Strategic Information Management 469
Chapter 11 Building and Sustaining Total Quality Organizations 522
3 TECHNICAL ISSUES IN QUALITY 561
Chapter 12 Quality Assurance 563
Chapter 13 Fundamentals of Statistical Process Control 648
Chapter 14 Additional Topics in Statistical Process Control 722
Chapter 15 Reliability 752
APPENDIXES A- I