Perspectives in Total Quality

List of Tables.

List of Contributors.

Acknowledgments.

1. Introduction: Michael J. Stahl (University of Tennessee at Knoxville).

Part I: Customers:.

2. Building Advantage Through Customer Value: Robert B. Woodruff and Sarah Fisher Gardial (University of Tennessee at Knoxville).

3. The Emerging Academic Research on the Link Between Total Quality Management and Corporate Financial Performance: A Critical Review: George S. Easton and Sherry L. Jarrell (Emory University).

4. Academic Culture and the American Quality Movement: Linking Fundamental Research and Quality Practice: Marietta L. Baba (Wayne State University).

Part II: Systems:.

5. High Performing Organizations: Garry J. Huysse (Procter & Gamble) and Sheron Kennedy (Lucent Technologies).

6. Organizational Culture and the TQ Organization: Kyle M. Lundby, Jacquelyn S. DeMatteo and Michael C. Rush (University of Tennessee at Knoxville).

7. An Organizational Model for Implementing a Total Quality Management System: Andrew G. Kemeny (Kemeny Consulting).

Part III: Processes:.

8. Process Management and Process Reengineering: William C. Parr (University of Tennessee at Knoxville).

9. The Role of Process Managers and Understanding Process Variation: Mary G. Leitnaker (University of Tennessee at Knoxville).

10. Design Quality and New Product Development Michael E. Kennedy (Lexmark International) and Carmen J. Trammell and Clement C. Wilson (University of Tennessee at Knoxville).

11. Product Development Speed and Quality: A New Set of Synergies? Barbara B. Flynn and E. James Flynn (Wake Forest University), Susan K. Amundson (Arizona State University) and Roger G. Schroeder (University of Minnesota).

12. Building the Lean Enterprise: Thomas G. Greenwood (Carrier Corporation) and Kenneth E. Kirby (University of Tennessee at Knoxville).

Part IV: Continuous Improvement and Assessment:.

13. Using the Baldridge Framework for Self-Assessment and Continuous Improvement: John P. Evans (University of North Carolina at Chapel-Hill).

14. Using ISO 9000 and the European Quality Award Approach to Improve Competitiveness: John J. Kirchenstein (University of Tennessee at Knoxville) and Reg Blake (British Standards Institution).

15. The Competitive Advantages of the TQM Firm: John W. Mogab (Southwest Texas) and William E. Cole (University of Tennessee at Knoxville).

Index.