Total Quality Management: Text and Cases - Softcover

Providing accessible coverage of the basics and practical aspects of total quality management, this book is intended for students of management and engineering. The text adopts a realistic approach to the teaching of the subject with the principal focus on the philosophy of total quality management and its role in today's world of fierce business competition. The coverage: discusses the mechanism of quality control, quality assurance and different types of quality control tools and their usage; features the Japanese management philosophy, quality awards and standards; presents the differences between total quality management and business process re-engineering and approaches to integrate them; and describes the various aspects of benchmarking, capability maturity model and customer relationship management.

B. JANAKIRAMAN is Professor and Head of the Department of Management Studies, M.S. Ramaiah Institute of Technology, Bangalore. Before getting into teaching, he served in Canara Bank and State Bank of India. A qualified lead auditor of quality management systems, Dr. Janakiraman has published several papers in reputed journals. Besides total quality management, his areas of interest include human resource management and finance. R.K. GOPAL is Assistant Professor in the Department of Management Studies, M.S. Ramaiah Institute of Technology, Bangalore. He has ten years of industrial experience and has published a number of research articles in leading journals. His main areas of interest include total quality management, customer relationship management and industrial marketing.