TY - BOOK AU - Summers,Donna C.S. TI - Quality management: creating and sustaining organizational effectiveness SN - 9780135005101 U1 - 658.4013 21 ed. PY - 2009/// CY - New Jersey PB - Pearson KW - Gestión de Calidad Total KW - Control de Calidad KW - Quality Control KW - Efectividad Organizacional KW - Total Quality Management KW - Six Sigma (Quality Control Standard) KW - Organizational Effectiveness N1 - Incluye bibliografía, índice, etc; Cap. 1. Organizatinal effectiveness -- 2. Organizatinal philosophy -- 3. Quality systems -- 4. Creating a customer focus -- 5. Organizatinal leadership -- 6. Strategic planning -- 7. Human resource development and management -- 8. Managing the supply chain -- 9. Measures of organizational success -- 10. Benchmarking -- 11. Process management -- 12. Lean tools and techniques -- 13. Problem-Solving tools and techniques -- 14. Project management -- 15. Business results ER -