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Total Quality Management: Text, Cases, and Readings, Third Edition 3rd Edition

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Joel E. Ross (Author)
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Joel E. Ross (Author), Susan Perry (Author)
4 out of 5 stars 2 customer reviews
ISBN-13: 978-1574442663
ISBN-10: 157444266X
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Product Details

  • Paperback: 568 pages
  • Publisher: CRC Press; 3 edition (June 25, 1999)
  • Language: English
  • ISBN-10: 157444266X
  • ISBN-13: 978-1574442663
  • Product Dimensions: 6 x 1.2 x 9 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Best Sellers Rank: #2,899,177 in Books (See Top 100 in Books)

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5.0 out of 5 starsGood Quality Textbook
By Elijah Chingosho on May 25, 2006
Format: Paperback
The book explains the concept of Total Quality Management which involves the integration of all functions and processes in any organisation to ensure that it achieves continuous improvement of its products and services to meet customer needs.

Quality starts with understanding customer needs and ends when those needs are satisfied. Marketing processes establish the true requirements for the product or service. These must be communicated properly throughout the organisation in the form of specifications. Excellent communications between customers and suppliers is the key to a total quality performance - the organisation must establish feedback systems to gather customer information. Appropriate research techniques should be used to understand the "market" and keep close to customers and maintain the external perspective.

All effective quality programmes have at their centre a very clear focus on customers. Delivering customer satisfaction is the primary goal for an organisation and the approach is inherently simple - listen to customers and respond to what they say. An organisation should have a wide range of methods for listening to their customers, ranging from market research to asking customers detailed questions about how they feel about a specific transaction with the organisation. From this data an organisation can built quantitative models of the drivers of customer satisfaction which enable them to ensure that internal measures are aligned with what customers really want.

The cases reinforce the concepts discussed in the book which makes it valuable for those embarking on studies of TQM or those who need to learn how the concept can be applied in their organisation.
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3.0 out of 5 starsInfo Good, Cases Not
By A Customer on May 12, 2000
Format: Paperback
The information contained in this book was strong. However, I was disappointed with the so-called cases. The cases include were only one or two page summaries. I was expecting full cases and details. I ended up wasting my time because the book was posted as having something that was not clearly defined.
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