Ross, Joel E.

Total quality management : text, cases, and readings / by Joel E. Ross. - Delray Beach, FL : St. Lucie Press, ©1993. - vi, 325 pages : illustrations ; 23 cm - Encyclopaedia of Total Quality Management .

Ch. I. Introduction to Total Quality Management --
Ch. II. Leadership --
Ch. III. Information and Analysis --
Ch. IV. Strategic Quality Planning --
Ch. V. Human Resource Development and Management --
Ch. VI. Management of Process Quality --
Ch. VII. Quality and Operational Results --
Ch. VIII. Customer Focus and Satisfaction --
Herton Technology: Case Study.

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Total quality management.
Total quality management--Case studies.

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