This book was written in response to the need for practical teaching resource that encompasses all of the various elements of the total quality approach. This approach goes by many names; Total Quality Management, Total Quality Leadership, and Total Company Quality, to name just a few. Regardless of the name used, iIt is an approach to doing business that focuses all of resources of an organization on the continual and simultaneous improvement of both quality and productivity. The purpose of the total quality approach is to continually improve the organizationÂ’s competitiveness.
The second edition contains major additions that reflect both applicable changes in the global marketplace and feedback from customers. These additions include the information relating to the state of global competition (chapter 2), how total quality can give organizations a sustainable strategic advantage in the global marketplace (chapter 3). Chapter 4, shows several new models for dealing with ethical dilemmas have been added to total quality and ethics, new information on the elements of a quality culture has been added to Quality Culture (chapter 6). Establishing a Customer Focus in Chapter 7 has been expanded to include more information on customer satisfaction and new information on customer retention. Leadership, team building, and team work (chapter 9), was expanded to include the concept of coaching, the four-step approach to teambuilding, and character traits of good team players.