3 Review(s)

This classic book has always been relied upon for its readable and not overly technical treatment of the subject matter. The book is one of the most trusted resources for comprehensive coverage of quality control principles and techniques. It provides a systems view of quality by integrating the managerial, statistical, technological, and behavioral concepts to all areas contributing to quality. Earlier editions were co-authored by J. M. Juran, Chairman Emeritus of the renowned Juran Institute. Salient Features Comprehensive coverage of all areas contributing to quality including understanding customer needs, product development, supplier relations, manufacturing operations, service operations, inspection, marketing, field performance, and customer service. Includes the six sigma strategy for quality improvement. Balanced approach emphasizes managerial, behavioral, statistical, and technological concepts for quality. Applications to both manufacturing and service industries. Updating includes the latest issues such as electronic commerce, outsourcing, preferred practices in developing a quality information system, customer loyalty vs. customer satisfaction, balanced scorecard, quality function deployment, project management, learning organization, and supply chain management. An all-new chapter on process management has been added. The appendix includes sample exam questions from the Quality Engineer, Reliability Engineer, Quality Manager, Software Quality Engineer, and Quality Technician certification exams of the American Society for Quality.