Test Bank for Managing for Quality and Performance Excellence 10th Edition by James Evans, William Lindsay ISBN 1305662547 978-1305662544
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ISBN 10: 1305662547
ISBN 13: 978-1305662544
Author: James Evans, William Lindsay
Packed with current examples, cases, and illustrations, market-leading MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 10e focuses on the fundamental principles of total quality and emphasizes high-performance management practices, such as those reflected in the Baldrige Criteria. Written by experienced leaders in the fields of performance management and quality, the text delivers the definitive resource for coverage of ISO 9000 certification, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards. A wealth of current examples from leading organizations throughout the world reflects quality as they emphasize the practical aspects of the book’s managerial focus and pertinent technical topics. You can efficiently prepare to become an ASQ Certified Quality Manager, as this edition covers most of the Body of Knowledge required for ASQ certification. It’s everything you need — now and throughout your career — to ensure quality management success.
Managing for Quality and Performance Excellence 10th Table of contents:
Part 1: Principles of Quality
Ch 1: Introduction to Quality
Defining Quality
History of Quality Management
Quality in Manufacturing
Quality in Service Organizations
Quality in Business Support Functions
Quality and Competitive Advantage
Quality and Personal Values
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 2: Foundations of Quality Management
The Deming Philosophy
The Juran Philosophy
The Crosby Philosophy
Other Quality Philosophers
Principles, Practices, and Techniques of Quality Management
Variation and Statistical Thinking
Quality Management Systems
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 3: Customer Focus
Customer Satisfaction and Engagement
Identifying Customers
Understanding Customer Needs
Linking Customer Needs to Design, Production, and Service Delivery
Building a Customer-Focused Organization
Managing Customer Relationships
Measuring Customer Satisfaction and Engagement
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Problems
Projects, Etc.
Cases
Notes
Ch 4: Workforce Focus
The Evolution of Workforce Management
High Performance Work Culture
Principles of Workforce Engagement and Motivation
Designing High-Performance Work Systems
Assessing Workforce Effectiveness, Satisfaction, and Engagement
Sustaining High-Performance Work Systems
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 5: Process Focus
Process Management
Identifying Processes and Requirements
Process Design
Process Control
Process Improvement
Managing Supply Chain Processes
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Problems
Projects, Etc.
Cases
Notes
Part 2: Tools and Techniques for Quality
Ch 6: Statistical Methods in Quality Management
Basic Probability Concepts
Probability Distributions
Statistical Methodology
Statistical Analysis with Microsoft Excel
Statistical Inference
Summary of Key Points and Terminology
Review Questions
Problems
Projects, Etc.
Cases
Notes
Ch 7: Design for Quality and Product Excellence
Product Development
Concept Development and Innovation
Detailed Design
Design for Reliability
Design Optimization
Design Verification
Summary of Key Points and Terminology
Review Questions
Problems
Projects, Etc.
Cases
Notes
Ch 8: Measuring and Controlling Quality
Measurement for Quality Control
Measurement System Evaluation
Process Capability Measurement
Pre-Control
Statistical Process Control
Control Charts for Variables Data
Control Charts for Attributes Data
Summary of Control Chart Construction
Implementing Statistical Process Control
Summary of Key Points and Terminology
Review Questions
Problems
Cases
Notes
Ch 9: Process Improvement and Six Sigma
Process Improvement Methodologies
Six Sigma
Implementing Six Sigma
Using the DMAIC Process
Lean Tools for Process Improvement
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Problems
Projects, Etc.
Cases
Notes
Part 3: Beyond Quality Management: Managing for Performance Excellence
Ch 10: The Baldrige Framework for Performance Excellence
The Baldrige Excellence Framework
International Quality and Performance Excellence Programs
Baldrige, ISO 9000, and Six Sigma
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 11: Strategy and Performance Excellence
The Scope of Strategic Planning
The Seven Management and Planning Tools
Organizational Design for Performance Excellence
Core Competencies and Strategic Work System Design
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 12: Measurement and Knowledge Management for Performance Excellence
The Value and Scope of Performance Measurement
Designing Effective Performance Measurement Systems
Analyzing and Using Performance Data
Managing Information Resources
Knowledge Management
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 13: Leadership for Performance Excellence
Leadership Competencies and Practices
Leadership Theory and Practice
Leadership, Governance, and Societal Responsibilities
Summary of Key Points and Terminology
Review Questions
Discussion Questions
Projects, Etc.
Cases
Notes
Ch 14: Building and Sustaining Quality and Performance Excellence
Organizational Culture and Change
Strategies for Quality and Performance Excellence
The Journey toward Performance Excellence
A View toward the Future
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