Managing Quality in America's Most Admired Companies

By: JAY SPECHLER

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Hardcover | 1 January 2018

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Hardcover
432 Pages

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0.1 x 0.1 x 0.1

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Copublished with Industrial Engineering and Management Press
What are america's leading companies doing to excel in quality? This new book provides the answer. Jay W. Spechler, senior examiner for the Malcolm Baldrige National Quality Award Committee, has brought together case studies of how over 30 leading companies put quality management into practice in their organizations.
The case studies focus on how the Baldrige Award criteria are actually being applied in the companies and how the companies are achieving quality results. The cases cover all aspects of quality management-from values and philosophies to actual implementation, training, measurement, and employee involvement. They include many practical examples to illustrate successful strategies, programs, and action steps.
In addition, the book's seven opening chapters provide general guidelines for implementing quality management in any organization.

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Non-Fiction Business & Management Management & Management Techniques Quality Assurance QA & Total Quality Management TQM Management of Specific Areas Production of Quality Control Management Leadership & Motivation for Management Consultancy & Grants for Businesses Personnel & Human Resources Management

Preface
Guidelines for Implementing Quality Management
The Malcolm Baldrige National Quality Award: Design, Criteria and Application Review	p. 1
Ten Critical Success Factors for Implementing Quality Management	p. 11
Aligning Total Quality Management and the Corporate Culture	p. 25
Leadership for Quality: Best Practices of Top Quality Companies	p. 53
Business Process Analysis for Cross-Functional Improvement	p. 59
Measuring Customer Satisfaction: Linking Experience, Expectations, and Desires	p. 75
Statistical Measurement Techniques for Service Operations	p. 85
Case Studies of Quality Management in Leading Companies
Anheuser-Busch: The Strength of Tradition, the Power of People	p. 95
Monsanto: Employee Empowerment through Total Quality Management	p. 103
Centex Telemanagement: Improving Client Service through Leadership	p. 115
Octel Communications Corporation: Putting Metrics in Motion	p. 123
Xerox: A Leadership Approach to Total Customer Satisfaction	p. 135
IBM Rochester: Market-Driven Quality	p. 141
Intelligent Electronics, Inc.: Building a Corporate Culture of Service Quality Excellence	p. 153
Novell, Inc.: Customer Driven and Loving It!	p. 161
Federal Express: The MBNQA Is Our License to Practice	p. 193
American Express Travel Related Services: A Human Resources Approach to Managing Quality	p. 205
ATandT Universal Card Services: The Center of the Universe	p. 213
Westinghouse: TQM Targets the Bottom Line	p. 221
Whirlpool Corporation: Leadership is the Critical Success Factor in a Quality Initiative	p. 233
Springs Industries, Inc.: Quality through Improved Use of Human Resources	p. 241
Hyatt Hotels and Resorts: Achieving Quality through Employee and Guest Feedback Mechanisms	p. 251
Marriott Corporation: Improved Customer Satisfaction through Real Time Complaint Feedback and Resolution	p. 261
The Ritz-Carlton Hotel Company: Reducing Service Variability with Human Resources Systems	p. 269
New York Life: Increasing Productivity and Quality through TQM	p. 275
USAA: Employee Satisfaction Equals Customer Satisfaction	p. 279
Reynolds Metals Company: Don't Forget the Basics!	p. 289
Cadillac Motor Car: Using Simultaneous Engineering to Ensure Quality and Continuous Improvement	p. 293
3M: The Cultural Change at the Chico, California Plant	p. 299
Photo-Sonics, Inc.: Achieving Quality Results through Vendor Site Surveys	p. 307
SpaceLabs Medical, Inc.: Using Policies, Values, and Measurement Systems to Ensure Quality	p. 311
Steinway and Sons: Quality through an Artisan Work Ethic	p. 317
Knight-Ridder, Inc.: The End of an Error	p. 325
Kmart Corporation: Partners for Quality	p. 331
Lazarus: Quality Control Committee Focuses on Customer Satisfaction	p. 335
TIAA-CREF: Managing Quality at the World's Largest Pension System	p. 341
Delta Air Lines, Inc.: Excellent Service One Passenger at a Time	p. 355
Michigan Consolidated Gas Company: Vision and Values Lead to Quality Service	p. 359
Ohio Edison Company: Quality Improvement through Technical Staff Management	p. 365
Appendix 1: The Quality Themes of Leading U.S. Companies	p. 379
Appendix 2: Matrix of Award Criteria Covered by Case Studies	p. 385
Appendix 3: Job Descriptions	p. 393
Appendix 4: 1993 Award Criteria	p. 395
Table of Contents provided by Blackwell. All Rights Reserved.

Managing Quality in America's Most Admired Companies

At a Glance

Hardcover

Shipping

How to return your order

Defective items

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