Chapter 1 The Total Quality Approach to Quality Management Achieving Organizational Excellence.pdf
Chapter 2 Quality and Global Competitiveness.pdf
Chapter 3 Strategic Management.pdf
Chapter 6 Quality Culture Changing Hearts, Minds, and Attitudes.pdf
Chapter 7 Customer Satisfaction, Retention, and Loyalty.pdf
Chapter 9 Leadership and Change.pdf
Chapter 14 ISO 9000 and Total Quality.pdf
Chapter 15 Total Quality Tools.pdf
Chapter 16 Problem Solving and Decision Making.pdf
Chapter 17 Quality Function Deployment.pdf
Chapter 18 Optimizing and Controlling Processes through Statistical Process Control (SPC).pdf
Chapter 19 Continual Improvement.pdf