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PART l Foundations of Quality and Performance Excellence 1 Chapter 1 Introduction to Quality and Performance Excellence 3 Quality and Performance Excellence, 6 / The Importance of Quality in Organizations, 8 A Brief History, 10 (Quality in Organizations, 14 * Foundations of Performamce Excellence, 22 1 Principles o Total Quality, 36 * TQ and Agency Theory, 48 * TQ and Organizational Models, 50 * Reiew and Discussion Questions, 53 * Cases, 56 * Endnotis, 61 Chapter 2 Frameworks for Organizational Quality 64 The Malcolm Baldrige National Quality Award, 67 * International Quality Award Programs, 82 * Six Sigma, 92 * Comparing Baldrige, ISO 9000, and Six Si ma, 99, *eviezo and Discussio Questions, 01 Cases, 102 Endnotes, 107 Chapter 3 Performance Excellence, Competitive Advarntage, and Strategic Management 110 Quality aiid Coirpetitive Advantage, 173 * Sources of Coinpetitive Advantage, 18 1 Qudality and Differentiation Strategies, 122 * Infornation and Knozoledgefor Competitive Advantage, 133 * Strategic Plainihg for Performance Excellence, 138 * Quality-Focused Strategic Planning in Action, i7 * TQ and Strategic Ma nagement Tieory, 154 * Revicw and Discussion Qiiuestions, 157 * Cses, 158 * Endotes, 163 PART 2 Performance Excellence and Organization Theory 165 Chapter 4 Quality in Customer-Supplier Relationships 167 Customer-Supplier Relationships and Performiance Excellence, 170 * Principles for Custoir -Supplie Relationships, 176 * Practices for Dealing with Customers, 179 * Practices for Dealing with Suppliers i9 * Quality Customer-Supplier Rclationships in Action, 193 * CLuisto er-Suplier Reatioiis in Organizio n Theoy, 195 * Revie and Discussion Questions, 199 *Cases, 201 * Endnotes, 2/5i Chapter 5 Designing Organizations for Performance Excellence 208 Organizational Structure, 210 * Thic Functional Structure, 211 Redesigning Organizations for Pernformance Excellence 214 * Organizatioiial Design for Quality ii Action, 231 * Coiparison to Organizaitiona Design Thieory, 235 * Revici and Discussion Questions, 238 * Cns s, 239 *Endnoi s 2 Chapter 6 Designing, Controlling, and Improving Organizational Processes 245 Process Dtsign, 247 * Process Control, 252 * PocCessl /proveo e it, 256 * Iiproveme' Prosses, 262 * Birektitroiigh Improvement, 271 Process Management in Action, 278 Review and Discussion Questions, 283 * Cases, 285 * Endcotes, 289 Chapter 7 Tools and Techniques for Performance Excellence 291 Tools for/ Quality Designi, 293 * Tools for Qualiti Planiiiingi 302 ' ools for Conitinuoii liiprovemie 3 * Ciatiityi and Innovatioii, 318 * Statistical Thiiikiing and Proceis Contriol Tools 323 Reiiew and Dsiscussion Qucsitions 329 * Cases, 332 * Eidnotes, 338 PART 3 Performance Excellence and Organizational Behavior 339 Chapter 8 Quality Teamwork 341 Te Importnce of Tiams, 343 v Tiypes of Tenis, 345 a Cross-FTunetionrl Teinaiw i, 3o3 * ffeJctie TDiannoo r, 355 * 71T eaioin in Action, 365 * Co( parison to OrganiZationali Beavior lieonris, 368 * Rie; ' nd Discl)ussioi Questions, 370 * Cases, 371 * Endnotes, 373 Chapter 9 Engagement, Empowerment, and Motivation 376 E 7ploye Enggeen, 37i Empowermelnt, 33 o E yploe Er3gagemente ii Actioi, j93 * MeoHiioin, 397 i E peToye Er en menit and Thlories )A/Motivation, 401 Reien aid Disc sRion Qiiesiois, 405 Cases, 406 Eniidiotes, 409 PART 4 Leadership and Implementation 413 Chapter 10 Leadership for Performance Excellence -415 Perspectives o Laer ts 4ip, 118 - The Roles of a Quality Inoder, 420 * LIeaterslpfor Peifornmaince Escelencei i'i Actio, 4 Peormoiance Excellence ani d Leadership Theory, 434 o Review and Discussion Questions, 439 1 Cases, 441 * Endtnotes, 445 Chapter Ii :Perfomance Excellence and Organizational Change 448 Tie tiportieiance , ohnge, 4.51 Ciilir-al Change 453 Sustaining Total Quality, 467 * Organizational Clti,ie in AAcion, 476 U irgnizitional _Ciange, Learning anid Oranization Theory, 479 o Revieo and Disc ussioni Quti;on, i5 * Cases, 486 * Endnotes, 489