Test Bank for Managing for Quality and Performance Excellence, 11th Edition, 11e by James R. Evans, William M. Lindsay
Test Bank for Managing for Quality and Performance Excellence, 11th Edition, 11e by James R. Evans, William M. Lindsay TEST BANK
ISBN-13:
9780357442036
TABLE OF
CONTENTS
Chapter 1:
Introduction to Quality
Defining
Quality
History of
Quality Management
Quality in
Manufacturing
Quality in
Service Organizations
Quality in
Business Support Functions
The Role
of the Quality Function
Quality
and Competitive Advantage
Quality
and Personal Values
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter 2:
Foundations of Quality Management
The Deming
Philosophy
The Juran
Philosophy
The Crosby
Philosophy
Other
Quality Philosophers
Principles,
Practices, and Techniques of Quality Management
Variation
and Statistical Thinking
Quality
Management Systems
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter 3:
Customer Focus
Customer
Satisfaction and Engagement
Identifying
Customers
Understanding
Customer Needs
Linking
Customer Needs to Design, Production, and Service Delivery
Building a
Customer-Focused Organization
Managing
Customer Relationships
Measuring
Customer Satisfaction and Engagement
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Problems
Projects,
Etc.
Cases
Notes
Chapter 4:
Workforce Focus
The
Evolution of Workforce Management
High-Performance
Work Culture
Principles
of Workforce Engagement and Motivation
Designing
High-Performance Work Systems
Assessing
Workforce Effectiveness, Satisfaction, and Engagement
Sustaining
High-Performance Work Systems
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter 5:
Process Focus
Process
Management
Identifying
Processes and Requirements
Process
Design
Process
Control
Process
Improvement
Managing
Supply Chain Processes
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Problems
Projects,
Etc.
Cases
Notes
Part 2:
Tools and Techniques for Quality
Chapter 6:
Statistical Methods in Quality Management
Basic
Probability Concepts
Probability
Distributions
Statistical
Methodology
Statistical
Analysis with Microsoft Excel
Statistical
Inference
Summary of
Key Points and Terminology
Review
Questions
Problems
Projects,
Etc.
Cases
Notes
Chapter 7:
Design for Quality and Product Excellence
Product
Development
Concept
Development and Innovation
Detailed
Design
Design for
Reliability
Design
Optimization
Design
Verification
Summary of
Key Points and Terminology
Review
Questions
Problems
Projects,
Etc.
Cases
Notes
Test Bank for Managing for Quality and Performance Excellence, 11th Edition, 11e by James R. Evans, William M. Lindsay TEST BANK
Chapter 8:
Measuring and Controlling Quality
Measurement
for Quality Control
Measurement
System Evaluation
Process
Capability Measurement
Pre-Control
Statistical
Process Control
Control
Charts for Variables Data
Control
Charts for Attributes Data
Summary of
Control Chart Construction
Implementing
Statistical Process Control
Summary of
Key Points and Terminology
Review
Questions
Problems
Cases
Notes
Chapter 9:
Process Improvement and Six Sigma
Process
Improvement Methodologies
Six Sigma
Implementing
Six Sigma
Using the
DMAIC Process
Lean Tools
for Process Improvement
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Problems
Projects,
Etc.
Cases
Notes
Part 3:
Beyond Quality Management: Managing for Performance Excellence
Chapter
10: The Baldrige Framework for Performance Excellence
The
Baldrige Excellence Framework
International
Quality and Performance Excellence Programs
Baldrige,
ISO 9000, and Six Sigma
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter
11: Strategy and Performance Excellence
The Scope
of Strategic Planning
The Seven
Management and Planning Tools
Organizational
Design for Performance Excellence
Core
Competencies and Strategic Work System Design
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter
12: Measurement and Knowledge Management for Performance Excellence
The Value
and Scope of Performance Measurement
Designing
Effective Performance Measurement Systems
Analyzing
and Using Performance Data
Managing
Information Resources
Knowledge
Management
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter
13: Leadership for Performance Excellence
Leadership
Competencies and Practices
Leadership
Theory and Practice
Leadership,
Governance, and Societal Responsibilities
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
Projects,
Etc.
Cases
Notes
Chapter
14: Building and Sustaining Quality and Performance Excellence
Organizational
Culture and Change
Strategies
for Quality and Performance Excellence
The
Journey toward Performance Excellence
A View
toward the Future
Summary of
Key Points and Terminology
Review
Questions
Discussion
Questions
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