Table of contents for Quality and performance excellence : management, organization, and strategy / James R. Evans.


Bibliographic record and links to related information available from the Library of Congress catalog
Note: Electronic data is machine generated. May be incomplete or contain other coding.


Counter
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



Library of Congress subject headings for this publication: Total quality management