Test Bank for Quality & Performance Excellence 8th Edition by James Evans- Ebook PDF Instant Download/Delivery: 1305662229 978-8131500668
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ISBN 10: 1305662229
ISBN 13: 978-8131500668
Author:James Evans
Delivering cutting-edge coverage that includes the latest thinking and practices from the field, QUALITY AND PERFORMANCE EXCELLENCE, 8e presents the basic principles and tools associated with quality and performance excellence. Packed with relevant, real-world examples, the text thoroughly illustrates how these principles and methods have been put into effect in a variety of organizations. It also highlights the relationship between basic principles and the popular theories and models studied in management courses. The eighth edition reflects the 2015-16 Baldrige criteria and includes new boxed features, experiential exercises, and up-to-date case studies that give you practical experience working with real-world issues. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific. In addition, chapters now open with a “Performance Excellence Profile” highlighting a recent Baldrige recipient.
Quality & Performance Excellence 8th Table of contents:
Part 1: Foundations of Quality and Performance Excellence
Ch 1: Introduction toDelivering cutting-edge coverage that includes the latest thinking and practices from the field, QUALITY AND PERFORMANCE EXCELLENCE, 8e presents the basic principles and tools associated with quality and performance excellence. Packed with relevant, real-world examples, the text thoroughly illustrates how these principles and methods have been put into effect in a variety of organizations. It also highlights the relationship between basic principles and the popular theories and models studied in management courses. The eighth edition reflects the 2015-16 Baldrige criteria and includes new boxed features, experiential exercises, and up-to-date case studies that give you practical experience working with real-world issues. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific. In addition, chapters now open with a “Performance Excellence Profile” highlighting a recent Baldrige recipient. Quality and Performance Excellence
Ch 1: Introduction
Quality and Performance Excellence
The Importance of Quality in Organizations
A Brief History
Quality in Organizations
Principles and Practices of Total Quality and Performance Excellence
TQ and Agency Theory
TQ and Organizational Models
Ch 1: Discussion Questions and Experiential Exercises
Ch 1: Cases
Bishop’s Seafood
Patterson Auto Sales and Service
Ch 1: Endnotes
Ch 2: Frameworks for Quality and Performance Excellence
Ch 2: Introduction
Foundations of Performance Excellence
The Baldrige Award
International Quality and Performance Excellence Award Programs
Six Sigma
Comparing Baldrige, ISO 9000, and Six Sigma
Ch 2: Discussion Questions and Experiential Exercises
Ch 2: Cases
Ch 2: Endnotes
Ch 3: Tools and Techniques for Quality Design and Control
Ch 3: Introduction
Designing Quality Goods and Services
Designing Quality Processes
Process Control
Statistical Thinking and Process Control Tools
Process Design and Control in Action
Lexus
The Kroger Company
Chugach School District
Ch 3: Discussion Questions and Experiential Exercises
Ch 3: Cases
Ch 3: Endnotes
Ch 4: Tools and Techniques for Quality Improvement
Ch 4: Introduction
Process Improvement
Improvement Processes
Tools for Continuous Improvement
Breakthrough Improvement
Creativity and Innovation
Process Improvement in Action
Ch 4: Discussion Questions and Experiential Exercises
Ch 4: Cases
Ch 4: Endnotes
Part 2: Performance Excellence, Strategy, and Organization Theory
Ch 5: Competitive Advantage and Strategic Management for Performance Excellence
Ch 5: Introduction
Quality, Competitive Advantage, and the Bottom Line
Sources of Competitive Advantage
Quality and Differentiation Strategies
Information and Knowledge for Competitive Advantage
Strategic Planning for Performance Excellence
Strategic Planning for Performance Excellence in Action
TQ and Strategic Management Theory
Ch 5: Discussion Questions and Experiential Exercises
Ch 5: Cases
Ch 5: Endnotes
Ch 6: Quality in Customer-Supplier Relationships
Ch 6: Introduction
Customer-Supplier Relationships and Performance Excellence
Principles for Customer-Supplier Relationships
Practices for Dealing with Customers
Managing Customer Relationships
Practices for Dealing with Suppliers
Quality Customer-Supplier Relationships in Action
Customer-Supplier Relationships in Organization Theory
Ch 6: Discussion Questions and Experiential Exercises
Ch 6: Cases
Ch 6: Endnotes
Ch 7: Designing Organizations for Performance Excellence
Ch 7: Introduction
Organizational Structure
The Functional Structure
Redesigning Organizations for Performance Excellence
Organizational Design for Quality in Action
Comparison to Organizational Design Theory
Ch 7: Discussion Questions and Experiential Exercises
Ch 7: Cases
Ch 7: Endnotes
Part 3: Performance Excellence and Organizational Behavior
Ch 8: Quality Teamwork
Ch 8: Introduction
The Importance of Teams
Types of Teams
Cross-Functional Teamwork
Effective Teamwork
Teamwork in Action
Comparison to Organizational Behavior Theories
Ch 8: Discussion Questions and Experiential Exercises
Ch 8: Cases
Ch 8: Endnotes
Ch 9: Engagement, Empowerment, and Motivation
Ch 9: Introduction
Workforce Engagement
Empowerment
Employee Engagement in Action
Motivation
Employee Engagement and Theories of Motivation
Ch 9: Discussion Questions and Experiential Exercises
Ch 9: Cases
Ch 9: Endnotes
Part 4: Leadership and Organizational Change
Ch 10: Leadership for Performance Excellence
Ch 10: Introduction
Perspectives on Leadership
The Roles of a Quality Leader
Leadership for Performance Excellence in Action
Leadership Systems
Performance Excellence and Leadership Theory
Leadership, Governance, and Societal Responsibilities
Ch 10: Discussion Questions and Experiential Exercises
Ch 10: Cases
Ch 10: Endnotes
Ch 11: Performance Excellence and Organizational Change
Ch 11: Introduction
The Importance of Change
Cultural Change
Sustaining Quality and Performance Excellence
Organizational Change in Action
Organizational Change and Organization Theory
Ch 11: Discussion Questions and Experiential Exercises
Ch 11: Cases
Ch 11: Endnotes
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