PROCESS IMPROVEMENT AND QUALITY MANAGEMENT IN THE RETAIL INDUSTRY 过程改进与质量管理

The authors of Process Improvement and Quality Management in the Retail Industry discuss quality management through the examination of several companies that won the esteemed Malcolm Baldrige National Quality Award. Authors George, Thomas, and Weimerskirch believe that Baldrige criteria define a management model because they provide one of the most comprehensive guides to understanding, assessing, controlling, and improving an organization for quality management. The authors also discuss many of the business-related problems of modern times, such as financial scandals, controversial social activism morale, and the impact of outsourcing to other countries. Overall, the book stresses the importance of good quality management to a company’s success.

Preface.
Chapter 1: Total Quality—An Overview.
Chapter 2: Leadership.
Chapter 3: Customer Focus.
Chapter 4: Effective Management.
Chapter 5: Training.
Chapter 6: Employee Loyalty.
Chapter 7: Customer Contacts.
Chapter 8: Design of Products and Services.
Chapter 9: Managing Processes and Suppliers.
Chapter 10: Corporate Responsibility and Citizenship.
Chapter 11: Data Collection and Benchmarking.
Chapter 12: System Assessments.
Glossary.
Index.