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Quality and Performance Excellence, by James R. Evans
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Delivering cutting-edge coverage that includes the latest thinking and practices from the field, QUALITY AND PERFORMANCE EXCELLENCE, 7e, International Edition presents the basic principles and tools associated with quality and performance excellence using relevant, real-world illustrations and examples. The text thoroughly illustrates how these basic principles and methods have been put into effect in a variety of organizations. It also illustrates the relationship between basic principles and the popular theories and models studied in management courses. Excellent case studies focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific.
- Sales Rank: #5341873 in Books
- Published on: 2013-04-01
- Format: International Edition
- Original language: English
- Number of items: 1
- Dimensions: 9.09" h x .98" w x 7.40" l, .0 pounds
- Binding: Paperback
- 480 pages
Review
Part I: FOUNDATIONS OF QUALITY AND PERFORMANCE EXCELLENCE. 1. Introduction to Quality and Performance Excellence. 2. Frameworks for Quality and Performance Excellence. 3. Tools and Techniques for Quality Design and Control. 4. Tools and Techniques for Quality Improvement. Part II: PERFORMANCE EXCELLENCE, STRATEGY, AND ORGANIZATIONAL THEORY. 5. Competitive Advantage and Strategic Management for Performance Excellence. 6. Quality in Customer-Supplier Relationships. 7. Designing Organizations for Performance Excellence. Part III: PERFORMANCE EXCELLENCE AND ORGANIZATIONAL BEHAVIOR. 8. Quality Teamwork. 9. Engagement, Empowerment, and Motivation. Part IV: LEADERSHIP AND ORGANIZATIONAL CHANGE. 10. Leadership for Performance Excellence. 11. Performance Excellence and Organizational Change.
About the Author
James R. Evans is a professor in the Department of Operations, Business Analytics, and Information Systems in the Lindner College of Business at the University of Cincinnati. His served as president of the Decision Sciences Institute 1997-1998 and 11 years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been editor of the Quality Management Journal, published by the American Society for Quality, and served on editorial boards of numerous other journals. Dr. Evans has published more than 90 refereed papers and more than 30 editions of books. During the annual Quality Congress in May 2004, the American Society for Quality presented Dr. Evans and co-author Bill Lindsay with the Philip B. Crosby Medal for writing THE MANAGEMENT AND CONTROL OF QUALITY, 6E. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods, and techniques of quality management."
Most helpful customer reviews
0 of 0 people found the following review helpful.
Five Stars
By Doreen Tanya Scott
great
0 of 0 people found the following review helpful.
It was just bad i end up getting a whole different thing and ...
By mauricio
It was just bad i end up getting a whole different thing and I can't even send it back. To be honest it was really bad.
2 of 4 people found the following review helpful.
The book is exactly what I needed but the delivery was a different and disappointing story...
By Coffeebean Crusher
I needed the book for a project and decided to order from Amazon through my Prime account. The book itself was just fine but how it got here was not exactly what I would expected.
The first delivery through USPS was late by a whole day. The heavy paperback book was in an over-sized, very thinly-padded envelope that clearly not designed to protect the heavy content. The envelope was badly broken at the seal and US Postal Services had to taped up the battered and abused envelope ensuring the book wouldn't just fall out. The $125 book was scratched and dent, showing visible battle scars from the abuses taken during transportation all because of total lack of protection.
I contacted Amazon's customer service and a replacement book was order and sent the same day. Unfortunately, it arrived the next day in the same "over-sized, thinly-padded envelope"! Fortunately UPS saved the day this time because it treated the overnight package with far more dignity and respect than Post Office did. The book was still damaged but far less than the first one. I needed the book and honestly did not believe Amazon would change the packaging so I kept the second book.
It seemed like Amazon's shipping protocols called for books to be sent in an envelope. It was acceptable as long as the envelope itself was capable of handling the weight of the content. In this case, someone most definitely picked the wrong envelope for the task! Using Post Office as the first option was yet another poor decision because unlike UPS or FedEx, USPS delivery totally lacked accountability for on-time delivery.
I was sad to see such poor execution and handling of a Prime account order on a rather delicate item that was over $100. What would have happened to other Prime account orders? There was very little care and accountability put into the process. Although customer service cleaned up the mess at the back-end of the process, the entire incident could have easily been avoided completely. Mr. Bezos should hired better quality control people that would most certainly save him a few dollars toward bottom line.
I rated the book itself a 4-star for meeting my needs and Amazon's customer service a 5-star for quick decision making. I also rated the Amazon delivery service a 1-star for lack of quality control and not learning from past errors and mistakes.
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