Publisher's Synopsis
European companies now have the opportunity to learn the secrets of those US companies who have implemented successful TQM programmes. This textbook teaches the key principles of TQM using the major categories of the Malcolm Baldridge Award Criteria.;Divided into two interrelated parts, the first part of the book comprises chapters covering the seven key principles of TQM, each containing: an overview and introduction to the principles covered; readings related to each principle and selected to illustrate state-of-the-art TQM teachings; case studies which illustrate principles and techniques; and exercises which correspond to an extended cohesion case presented in the second part of the book.;Part 2 is an extensive case study divided into seven sections that directly relate to the seven principles.
