Total Quality Management

Satisfied Customers Just Aren’t Good Enough!‘Your customers are only satisfied because their expectations are so low and because no one else is doing better…. If you really want a booming business, you have to create Raving Fans.’Raving Fans! Includes startling new tips and innovative techni... More

The story of an Area Manager with a rotten service problem and Charlie, his golf-playing Good Fairy, who teaches him how to turn customers into Raving Fans. Charlie introduces business people who have employed a creative approach to service--each elaborating on three particular secrets of service su... More

Lean Six Sigma combines the two most important improvement trends of our time: making work better (using Six Sigma) and making work faster (using Lean principles). In this plan-English guide, you`ll discover how this remarkable quality improvement method can give you the tools to identify and elimin... More

'Learn Six Sigma' explains how to impact your company's performance in each, by combining the strength of today's two most important initiatives - Learn Production and Six Sigma - into one integrated program. The first book to provide a step-by-step roadmap for profiting from the best elements of 'L... More

Six Sigma for Managers introduces you to the fundamental concepts of Six Sigma, and provides 24 basic points you need to know to spearhead a Six Sigma program in your workplace. Carefully walking you through every phase of a successful Six Sigma initiative, from establishing metrics to sustaining ex... More

This book is a practical workingmanual. It deals primarily with various types of control charts and acceptancesampling systems and procedures. The objective behind Statistical QualityControl has been to write a book thatmight be immediately useful. The aim has been to give just enough theory tosuppl... More

You’ve heard how these top companies increased their efficiency and productivity by successfully implementing six sigma in their organizations. You may also have heard how companies such as Unites and American Airlines failed in their six sigma efforts. So what made the difference? How did six si... More

The extraordinary breakthrough management program--heralded by GE, Motorola, and AlliedSignal--that is sweeping corporate America with its unprecedented ability to achieve superior financial results. Six Sigma is the most powerful breakthrough management tool ever devised, promising increased market... More

The person who most needs the information from a performance Information measurement system is the person doing the work. Prompt or even real-time feedback to a water can result in an immediate modification in the manner of working that can lead to better results. Ironically, in practice, the line w... More

Presents an approach that systematically designsand builds a culture in which a total emphasis on quality reaches and affectsall policies, practices, processes, and people. Provides a comprehensive menufor people who want to function fully as individual and who want to work infully functioning organ... More

'Improving Changeover Performance' is essential reading for managers, engineers and improvement practitioners working in manufacturing industries. It will also prove invaluable to original equipment manufacturers and postgraduates and academic researchers alike. Increasing importance is being placed... More

A quick and easy reference guide to more than thirty problem-solving tools. If you are involved in continuous improvement, these simple practical tools will help you to achieve effective results. The toolbox is divided into the main stages of the improvement process:-Identifying the problem-Gatherin... More