3rd Edition

Total Quality Management Text, Cases, and Readings, Third Edition

By Joel E. Ross, Susan Perry Copyright 1999

    Acclaimed and used in over 200 colleges and universities around the country, Total Quality Management: Text, Cases and Readings has been completely revised and expanded to meet the growing demands and awareness for quality products and services in the competing domestic and global marketplaces.

    Since the publication of the first and second editions of this book, interest in and acceptance of TQM has continued to accelerate around the world. This edition has been thoroughly revised, updated and expanded. Some of the changes are:

    • A new chapter on the emerging Theory of Constraints
    • Expanded treatment of Process Management
    • Eleven new readings
    • Ten new cases
    • Chapter examples of TQM at 12 Baldrige winning organizations
    • End of chapter recommendations for further reading
    • Revised and updated textual material

    The Varifilm case is retained as a comprehensive study that illustrates good and not so good practices. Each chapter contains an exercise which provides the reader with an opportunity to apply TQM principles to the practices illustrated in each case.

    Based on sound principles, this practical book is an excellent text for organizational development programs aimed at practitioners responsible for developing and implementing TQM programs in their own service or manufacturing organizations.

    Introduction to Total Quality Management. Leadership. Information and Analysis. Strategic Planning. Human Resource Focus. Process Management. Customer and Market Focus. Benchmarking. Organizing for Total Quality Management. Productivity, Quality, and Re-engineering. The Cost of Quality. ISO 9000 and Universal Standards of Quality. Theory of Constraints. Varifilm Case Study. Index.


    Joel E. Ross

    "…is a delightful modern text on applied management ideally suited for a one-semester course…Comprehensive…very readable book provides a balanced overview of TQM and will serve as an excellent addition to the literature on productivity improvement."
    --K. J. Constas, in CHOICE, Vol. 37, No. 9