Quality and Performance Excellence 7th Edition Evans Test Bank

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Product Details:

• ISBN-10 ‏ : ‎ 1133955932
• ISBN-13 ‏ : ‎ 978-1133955931
• Author: James R. Evans

Table of contents:

1. Part 1: Principles of Quality
2. Chapter 1: Introduction to Quality
3. Defining Quality
4. History of Quality Management
5. Quality in Manufacturing
6. Quality in Service Organizations
7. Quality in Business Support Functions
8. The Role of the Quality Function
9. Quality and Competitive Advantage
10. Quality and Personal Values
11. Summary of Key Points and Terminology
12. Review Questions
13. Discussion Questions
14. Projects, Etc.
15. Cases
16. Notes
17. Chapter 2: Foundations of Quality Management
18. The Deming Philosophy
19. The Juran Philosophy
20. The Crosby Philosophy
21. Other Quality Philosophers
22. Principles, Practices, and Techniques of Quality Management
23. Variation and Statistical Thinking
24. Quality Management Systems
25. Summary of Key Points and Terminology
26. Review Questions
27. Discussion Questions
28. Projects, Etc.
29. Cases
30. Notes
31. Chapter 3: Customer Focus
32. Customer Satisfaction and Engagement
33. Identifying Customers
34. Understanding Customer Needs
35. Linking Customer Needs to Design, Production, and Service Delivery
36. Building a Customer-Focused Organization
37. Managing Customer Relationships
38. Measuring Customer Satisfaction and Engagement
39. Summary of Key Points and Terminology
40. Review Questions
41. Discussion Questions
42. Problems
43. Projects, Etc.
44. Cases
45. Notes

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