Quality Management for Organizational Excellence: Introduction to Total Quality, Pearson New International Edition (7e) : 9781292022338

Quality Management for Organizational Excellence: Introduction to Total Quality, Pearson New International Edition (7e)

Goetsch & Davis
Published by
Pearson Higher Ed USA
In stock
Title type
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For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments.


This practical, student-focused text shows how to focus all of an organisation’s resources on continuous and simultaneous improvement of quality and productivity – thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean, Six Sigma, Lean Six Sigma, and many topics that competitive books overlook (e.g., peak performance, partnering, manufacturing networks, culture, and crucial “people” aspects of quality). Direct and straightforward, it links “big picture” theories and principles to detailed real-world strategies and techniques. Throughout, critical thinking activities, discussion assignments, and research links promote deeper thinking and further exploration.

This edition adds all-new cases, plus new information on topics ranging from supervision to certification, QFD and SPC to benchmarking and JIT.

Table of contents
  • 1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence
  • 2. Quality and Global Competitiveness
  • 3. Quality Management, Ethics, and Corporate Social Responsibility
  • 4. Quality Culture: Changing Hearts, Minds, and Attitudes
  • 5. Strategic Management: Planning and Execution for Competitive Advantage
  • 6. Partnering and Strategic Alliances
  • 7. Customer Satisfaction, Retention, and Loyalty
  • 8. Employee Empowerment
  • 9. Leadership and Change
  • 10. Team Building and Teamwork
  • 11. Effective Communication
  • 12. Education and Training
  • 13. Overcoming Politics, Negativity, and Conflict in the Workplace
New to this edition


Extensively updated to reflect the latest research and progress in the field, cover even more of the crucial “people” aspects of quality, and present an entirely new set of real-world Quality Cases.


New! Extensive new coverage—including new sections and content on topics such as quality certification, supervisors’ responsibilities for quality management, product innovation, following before leading, team facilitation, customer retention, and ISO 9000

  • Gives students access to today’s best techniques, and practical insights for overcoming today’s newest quality challenges

New! Brand-new Quality Cases in all odd-numbered chapters—illuminating the real-world experiences of companies that have won the Baldrige Award, Japan’s Shingo Quality Prize, or the European Quality Award

  • Helps students learn from the experiences of today’s most effective quality implementers

Updated! Updated or replaced Quality Tips throughout—reflecting new information, emerging trends, and updated research

  • Shows students how quality management is performed today, preparing them to succeed in current environments

Updated! Revised endnote material and references throughout—providing up-to-the-minute information for further student exploration

  • Connects students to the world’s best new thinking and research on quality

Updated! Revised time-sensitive Discussion Assignments—utilizing the latest information and drawing on the latest trends

  • Encourages discussion and engagement by linking it to the most current trends and events

New! 100-Year Quality Timeline— showing the evolution of quality and the quality discipline

  • Helps students place the discipline of quality management in broader historical context

New! All-new chapter on Quality Function Deployment replaces older coverage—focusing not just on defining QFD but also showing how to use it

  • Helps students actually apply powerful QFD concepts rather than simply understanding them “in the abstract”

Expanded! Broadened and improved coverage of statistical process control (SPC)—including rationales, control charts, management role, total quality tools, implementation, deployment, challenges, and more

  • Helps students apply scientific quality measurement techniques more effectively, and work with colleagues who do so

Expanded! Improved and extended coverage of continual improvement methods—including structures, activities, leadership, planning, strategies, Kaizen, Goldratt’s Theory of Constraints, CEDAC, Lean Operations, and Lean Six Sigma

  • Helps students compare, evaluate, and utilize any leading approach to continual improvement

Improved! More and better coverage of quality benchmarking—including definitions, rationale, prerequisites, obstacles, approaches, processes, and “perpetual benchmarking” techniques

  • Helps students determine how their organizations’ quality results compare with others, and learning from the best

Expanded! More up-to-date coverage of just-in-time approaches and lean processes—including all new discussion assignments

  • Enables students to participate more effectively in JIT and lean programs

Features & benefits

Provides a focused, coherent resource for all the quality management knowledge students need, so they needn’t search for multiple sources or purchase multiple texts. Brings together in-depth coverage all elements of quality management, including just-in-time manufacturing, scientific measurement, continual improvement, teamwork, and much more.


Promotes effective learning, more critical thinking, and deeper exploration. Organised for the classroom and today’s students, this text utilises a wide array of proven pedagogical features, including “key terms” listings, factual review questions, critical thinking activities, discussion assignments, and endnotes presenting links to extensive additional research materials.


Guides students in managing the crucial “people” issues associated with quality. Presents realistic and detailed coverage of “people” issues ranging from culture and teamwork to supervision – issues that many quality books deemphasise.


Gives quality “beginners” practical knowledge and insight they can use to participate in virtually any quality initiative. Provides practical information for participating in programs ranging from “peak performance” to manufacturing networks, TQM to continual improvement.


Helps students link theory and concepts with real-world tools and techniques. Presents key concepts first, and then shows exactly how they are applied through modern quality management tools and techniques.