In a kaleidoscope, bits of glass are shown in ever-changing symmetrical patterns caused by their reflection from two or more mirrors. Saving the patterns is impossible because any movement disrupts the pattern and forms a new one. Running a business is a bit like a kaleidoscope. Decisions are made, strategies are defined and deployed, and patterns are set. Then something moves the entire system and the process must begin all over again. In an ever-changing world, quality management and its philosophies, tools, and techniques help organization manage their business effectively. The second edition includes the following chapters: Supply Chain Management Lean Principles Benchmarking Significant new material focuses on the following: Customers Value Chains Process Improvement Ethics in Business Lean Management Supply Chain Management A special feature in each chapter,How do we know it's working?, provides insights into a real organization's pursuit of excellence.Donna C. Summers is the author of 'Quality Management (2nd Edition)', published 2008 under ISBN 9780135005101 and ISBN 0135005108.