Quality Planning and Analysis (4th Edition)

Author: Guo Lina
Publisher:
Publish Date: 2005-01-01
Features: Quality Planning and Analysis is a renowned international quality classic, with Dr. Joseph M. Juran, a master of quality management, as a co-author of the first three editions. As early as 1985, a Chinese edition of this book was published in China, playing a significant role in promoting quality research and development in the country. The first chapter briefly introduces important definitions and concepts, including the differences between manufacturing and service industries. The second chapter presents a four-step evaluation process to help organizations determine their quality level. Chapters 3 to 5 explain the various structures of three quality processes. Chapter 6 covers corporate process management, while chapters 7 to 9 discuss corporate strategy, organizational structure, and corporate culture, among other topics. The rest of the book introduces other key quality process elements, including the collection of information on quality activities and how to achieve customer satisfaction and loyalty. The fourth edition of this book expands on important concepts such as Six Sigma, customer satisfaction and loyalty, balanced scorecards, quality function deployment, process management, project management, learning organizations, supply chain management, e-commerce, outsourcing, customer relationship management, and preferred practices in developing quality information systems. The book also includes additional case studies from the service industry. As a classic in the field of quality, this book is suitable for senior undergraduate and graduate students in management engineering, industrial engineering, and quality. Practitioners can also benefit from the top-tier quality operations presented in this book.