Kanji, G. K. <br/><br/>
Fundamentals of total quality management / 
G. K. Kanji ... [et al.]. 
 - London :  Chapman & Hall,  1995. 
 - xi, 372 p. :  ill ;  24 cm. +  pbk. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Part One: Fundamentals of total quality management -- Introduction -- Historical evolution of total quality management -- Some definitions of quality -- Philisophy, principles and concepts of TQM -- Quality management systems and standardization -- The European quality award -- Part Two: Methods of total quality management -- Tools for the quality journey -- Some new management techniques -- Measurement of quality: an introduction -- Measurement of customer satisfaction -- Measurement of employee satisfaction -- Quality checkpoints and quality control points -- Quality measurement in product development -- Quality costing -- Benchmarking -- Part Three: Process management and improvement -- Leadership, policy deployment and quality motivation -- Implementation process -- Quality culture and learning -- Milliken Denmark, A/S case studies: leadership, participation and quality costing -- International service system A/S case studies: the winning hand. 
<br/><br/><label>ISBN: </label>0412570602 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management
<br/><br/><label>Dewey Class. No.: </label>658.562