Quality Planning and Analysis (Fourth Edition)

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Features: Quality Planning and Analysis is an internationally influential classic in the field of quality management, with Dr. Joseph M. Juran, a renowned quality management master, as a co-author of the first three editions. Since its Chinese edition was published in China as early as 1985, it has played 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 current 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 remaining sections of the book introduce 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 the 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 resources, 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 management, this book is suitable for senior undergraduate and graduate students in management engineering, industrial engineering, and quality management. Practitioners can also benefit from the book's first-class quality operations.