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Quality Management for Organizational Excellence Pearson New International Edition
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Table of Contents

  • 1. The Total Quality Approach to Quality Management: Achieving Organizational Excellence
  • 2. Quality and Global Competitiveness
  • 3. Quality Management, Ethics, and Corporate Social Responsibility
  • 4. Quality Culture: Changing Hearts, Minds, and Attitudes
  • 5. Strategic Management: Planning and Execution for Competitive Advantage
  • 6. Partnering and Strategic Alliances
  • 7. Customer Satisfaction, Retention, and Loyalty
  • 8. Employee Empowerment
  • 9. Leadership and Change
  • 10. Team Building and Teamwork
  • 11. Effective Communication
  • 12. Education and Training
  • 13. Overcoming Politics, Negativity, and Conflict in the Workplace

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