Carefully crafted outlines follow the structure of each chapter, providing an essential reference and teaching tool.

See pages: 180-217

Operations Profile: Louis Vuitton Spares No Expense to Gain the Quality “Seal of Approval” for Its Watches

            Defining Quality

                        The Quality Dimensions of Products

                        The Quality Dimensions of Services

            The Benefits and Costs of Managing Quality

Operations Management: Lessons Learned: Yamada Electric and a Simple Solution to a Quality Problem

            The Evolution of Quality Management and Its Pioneers

                        Early Attempts at Quality Management

Consider This 5.1: Measuring Quality Costs

Operations Management: Lessons Learned: Yamada Electric and a Simple Solution to a Quality Problem

            Major Quality Management Initiatives

                        Total Quality Management (TQM)

                        Customer Involvement

                        ISO Standards

Operations Profile: TQM Improves Hospital Operations

                        Baldrige Standards

Consider This 5.2: Profile of a Malcolm Baldriges Award Winner: Advocate Good Samaritan Hospital

                        Six Sigma

            Quality Management Tools and Techniques

                        Service Quality Management Tools

                        Electronic Service Quality (e-SQ)

            Managing Quality for Supply Chains

Consider This 5.3: Service Quality at Amazon.com

                        Procurement Quality

                        Design Quality

                        Production and Delivery

            Global Quality Management

Operations Management: Lessons Learned: Sleek Audio Tests Overseas Manufacturing

                        TQM and Global Quality

Consider This 5.4: Global Quality Management at Heinz

                        Information Systems and Global Quality

                        Technology Networks and Global Quality

                        Six Sigma and Global Quality

Consider This 5.4: Global Quality Management at Heinz

            Legal, Ethical, and Sustainability Issues

                        Sustainability

                        Corporate Social Responsibility

                        Chapter Summary

                        Key Terms

                        Discussion and Review Questions

                        Problems

                        Case Study 5.1: Pfizer Fixes Problems With Its Cleaning Processes

                        Case Study 5.2: Partnering to Improve Quality

                        Case Study 5.3: 3M: Finding the Delicate Balance Between Six Sigma and Innovation

                        Case Study 5.4: Van Halen, Brown M&M’s, and Quality Control

                        Video Case

                        Critical Thinking Exercises