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TOTAL QUALITY MANAGEMENT, 5e (pb) 2019
Author: DALE H. BESTERFIELD
ISBN: 9789353066314
Year: 2019
Publisher: PEARSON EDUCATION ASIA
Category: QUALITY CONTROL MANAGEMENT
Edition: 5
Format: Paperback
Language: English
Pages: 622
 ABOUT THE TITLE
Over the years, total quality management has become very important for improving a firm's processing capabilities to sustain competitive advantages. And in the last few years, the world has gone through many major changes in terms of information technology, quality system standards, customer satisfaction levels, economic changes, approaches of the government, and political alignments on the national and international level. Keeping these developments in mind, Total Quality Management, 5e has been revised to focus on encouraging a continuous flow of incremental improvements from the bottom of the organization's hierarchy.

Salient Features
New TQM Exemplary Examples include Indian Space Research Organization (ISRO), Unique Identification Authority of India (UIDAI), Narayana Heath, and Ashok Leyland
· Information about Zero Defect and Effect (ZED) program to make the readers aware of the quality movement in India
· New concepts such as Hoshin Kanri and Line of Sight
· Updated discussion on satisfaction surveys in India, American Customer Satisfaction Index (ACSI) and other customer satisfaction standards, Net Promoter Score (NPS), Industry 4.0 capturing the IT revolution and evolution of TQM
· ISO 9001: 2015 international standards included.

Author:
Dale H. Besterfield
, Carol Besterfield-Michna,
Mary Besterfield-Sacre,
Glen H. B
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