TAILIEUCHUNG - Lecture Process improvement and quality management in the retail industry: Chapter 6 - Stephen George, Chris Thomas, Arnold Weimerskirch

This chapter presents the following content: | Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Process Improvement and Quality Management in the Retail Industry Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Ch. 1: Total Quality – An Overview Basic definitions of quality improvement processes A look at the Baldrige Award criteria A brief history of business process improvements & breakthroughs Current, popular management theories & methods of quality control & continuous improvement Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved This is the overview of topics found at the beginning of Chapter 1. Categories of Process Improvement Performance-based models Process improvement systems Management systems Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved You’ll learn many different names for the theories and systems, but they always will fall into one of these three categories. Baldrige Core Values & Concepts – 2005 Visionary leadership Customer-driven excellence .

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