Total Quality Management is a guided tour along the road to total quality. It reviews the history of quality and examines the wide variety of philosophies, concepts, and techniques for managing, controlling and improving, quality. Finally, it takes you step-by-step through the implementation process.

Course Objective:

Understand total quality concept and techniques for managing, controlling, and improving quality. Gain the information and skills needed to implement total quality practices.

Learn how to:

• Determine the impact of quality on profitability
• Adopt TQM as a fundamental business strategy
• Communicate the importance of customer focused TQM
• Use seven QC tools for data collection and analysis
• Implement a business strategy driven by Total Quality Management (TQM)
• Accomplish the cultural transformation necessary for successful implementation of total quality practices
• Achieve world-class status in manufacturing and service through TQM
• Apply the Malcolm Baldrige National Quality Award guidelines to TQM initiatives

About This Course:

As one course among many offered in our curriculum, Total Quality Management has been designed specifically for the practicing manager and the future manager. It provides private, self-paced, individualized study; learning and selfevaluation through in-text exercises; and communication between the student and AMA's Educational Services staff of instructors through assignments and a final examination based on the case study as pioneered by Harvard University. Paralleling a business school course of study, AMA's curriculum makes available a stable, inclusive, and continuing transmittal of practices and perspectives to those working managers who, on their own time and at their own pace, want to continue their education.

James IL Evans holds a Ph.D. in Industrial and Systems Engineering from the University of Georgia. He is currently Professor of Quantitative Analysis at the University of Cincinnati and Director of the Total Quality Management Center at the university. Professor Evans is a member of the Operations Research Society of America, the Institute of Management Sciences, and the American Society for Quality Control. He is the author of Applied Production and Operations Management (1993), Creative Thinking in the Decision and Management Sciences (1991), and Statistical Process Control for Quality Improvement (1991).

The publisher wishes to thank Richard K. Dobbins, Certified Quality Engineer and Management Consultant, and J. Stephen Sarazen, President, EXL Group, for their help in reviewing the manuscript for this course.

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