Incluye referencias bibliográficas, índice, glosario, etc.

Pte. 1. Key concepts: What leaders need to know about quality -- Cap. 1. Attaining superrior results through quality -- 2. Quality's impact on society and the national culture -- 3. The universal methods to manage for quality -- 4. Quality planning: Designing innovative products and services -- 5. Quality improvement: Creating breakthroughs in performance -- 6. Quality control: Assuring repeatable and compliat process -- 7. Strategic planning and deployment: Moving from good to great -- 8. Business process management: creating an adaptable organization -- 9. The juran transformation model and roadmap -- 10. A look ahead: Eco-quality for environmental sustainability -- Pte. 2. Methods and tools: What to use to attain performance excellence -- Cap. 11. Lean techniques: Improving process efficiency -- 12. Six sigma: Improving process effectiveness -- 13. Root cause analysis to maintain performance -- 14. continuos innovation using design for six sigma -- 15. Benchmarking: Defining best pratices for market leadership -- 16. Using international standards to ensure organizatioan compliance -- 17. Using national awards for excellence to drive and monitor performance -- 18. Core tools to design, control, and improve performance -- 19. Accurate and reliable measurement systems and advanced tools -- Pte. 3. Applications: Most important methods in your industry -- Cap. 20. Product-based organiztions: Delivering quality while being lean and green -- 21. Service-based organizations: Customer services at its best -- 22. Self-service based organizations: Imporving quality in a nanosecond -- 23. Health car-based organizations: Imporving quality of care and performance -- 24. Continuos process-Based organizations: Quality is a continuos operation -- 25. Defense-Based organizations: Assuring No doubt about performance --

Pte. 4. Key functions: your role in performance excellence -- Cap. 26. Empowering the workforece to tackle the "Useful Many" processes -- 27. The quality office: Leading the way forward -- 28. Research & development: More innovation, scarce resources -- 29. Software and systems development: From waterfall to AGILE -- 30. Supply chain: better, faster, friendlier suppliers -- 31. Role of the board of dierectors: Effective an efficient governance -- Ap. 1. The non-pareto principle; Mea culpa -- 2. Sample competency matrices and job profiles.

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