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Quality Management Graeme Knowles Download free books at Graeme Knowles Quality Management Download free eBooks at bookboon.com 2 Quality Management © 2011 Graeme Knowles & bookboon.com ISBN 978-87-7681-875-3 Download free eBooks at bookboon.com 3 Quality Management Contents Contents 1 Introduction 9 2 Background and History 10 2.1 Definition of Quality 10 2.2 Understanding Quality Management 11 2.3 Development of Quality Thinking 12 2.4 Summary 17 3 18 Why Quality Management? 3.1 Introduction 18 3.2 What is Wrong with Traditional Approaches? 18 3.3 Tangible Benefits 21 3.4 Intangible Benefits 28 3.5 Summary and impact 28 4 The Contribution of Dr. W. Edwards Deming 30 4.1 Introduction 30 4.2 The 14 Points 30 4.3 The Deadly Diseases 33 Potential for exploration ENGINEERS, UNIVERSITY GRADUATES & SALES PROFESSIONALS Junior and experienced F/M Total will hire 10,000 people in 2013. Why not you? Are you looking for work in process, electrical or other types of engineering, R&D, sales & marketing or support professions such as information technology? We’re interested in your skills. Join an international leader in the oil, gas and chemical industry by applying at More than 600 job openings are now online! Potential for development Download free eBooks at bookboon.com 4 Click on the ad to read more Copyright : Total/Corbis www.careers.total.com Quality Management 4.4 Contents The System of Profound Knowledge (SoPK) 35 4.5 Summary 37 5 Standards and Models 38 5.1 Why Do we Need Standards and Models? 38 5.2 ISO 9000 Series Standards 38 5.3 Self- Assessment Models of Quality 43 6 Customers 51 6.1 Introduction 51 6.2 Customers and Quality: The Myths 51 6.3 Internal and External Customers 55 6.4 Requirements Gathering and Value Analysis 55 6.5 Summary 58 7 59 Leadership in Quality Management 7.1 Introduction 59 7.2 Principles of Leadership for Quality 60 7.3 Leadership Decision Making 69 7.4 Summary and impact 79 8 Strategic Quality Management 80 8.1 Introduction 80 www.sylvania.com We do not reinvent the wheel we reinvent light. Fascinating lighting offers an infinite spectrum of possibilities: Innovative technologies and new markets provide both opportunities and challenges. An environment in which your expertise is in high demand. Enjoy the supportive working atmosphere within our global group and benefit from international career paths. Implement sustainable ideas in close cooperation with other specialists and contribute to influencing our future. Come and join us in reinventing light every day. Light is OSRAM Download free eBooks at bookboon.com 5 Click on the ad to read more Quality Management Co