Quality Management: Introduction to Total Quality Management for Production, Processing, and Servicesprovides comprehensive coverage of the information students and practitioners need in order to be well-informed managers, technologists, engineers, supervisors, and employees in today's quality-oriented workplace. Customers demand quality and affordability in the products and services they need. Their demands, coupled with the globalization phenomenon, have made today's marketplace intensely competitive. Consequently, in order to survive and prosper in this environment, organizations must continually improve the quality of their products, services, processes, and people. All of the fundamental quality concepts are covered at length. In addition, special attention is given to the following critical topics: Leadership and change Strategic planning and execution of strategic plans Quality, productivity, and competitiveness Establishing a quality culture Customer satisfaction and retention Employee involvement and empowerment Teamwork and team-building Eliminating office politics, negativity, and territorial behavior Conflict management and resolution Quality tools Continuous improvement Benchmarkin Just-in-Time (JIT) Statistical Process Control (SPC) Quality Function Deployment (QFD) Six Sigma Quality Lessons from distinguished leadersGoetsch, David L. is the author of 'Quality Management Introduction to Total Quality Management for Production, Processing, and Services' with ISBN 9780130933874 and ISBN 0130933872.