Presenting sufficient theory to ensure a sound understanding of basic concepts, this progressive text provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-compassing, single-volume review that covers not only the principles and practices, but also the tools and techniques. Features: NEW - Reorganized Tools and Techniques section - Provides students with a more logical chapter sequence that is easier to understand and access. NEW - TQM exemplary organization descriptions conclude each chapter - Provides students with a brief description of a TQM exemplary organization, putting chapter concepts into a real-word setting
