Test Bank Managing for Quality and Performance Excellence, 11th Edition by Evans

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Test Bank for Managing for Quality and Performance Excellence, 11th Edition, 11e by James R. Evans, William M. Lindsay TEST BANK ISBN-13: 9780357442036 FULL CHAPTERS INCLUDED Chapter 1: Introdu... ction to Quality Defining Quality History of Quality Management Quality in Manufacturing Quality in Service Organizations Quality in Business Support Functions The Role of the Quality Function Quality and Competitive Advantage Quality and Personal Values Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 2: Foundations of Quality Management The Deming Philosophy The Juran Philosophy The Crosby Philosophy Other Quality Philosophers Principles, Practices, and Techniques of Quality Management Variation and Statistical Thinking Quality Management Systems Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 3: Customer Focus Customer Satisfaction and Engagement Identifying Customers Understanding Customer Needs Linking Customer Needs to Design, Production, and Service Delivery Building a Customer-Focused Organization Managing Customer Relationships Measuring Customer Satisfaction and Engagement Summary of Key Points and Terminology Review Questions Discussion Questions Problems Projects, Etc. Cases Notes Chapter 4: Workforce Focus The Evolution of Workforce Management High-Performance Work Culture Principles of Workforce Engagement and Motivation Designing High-Performance Work Systems Assessing Workforce Effectiveness, Satisfaction, and Engagement Sustaining High-Performance Work Systems Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 5: Process Focus Process Management Identifying Processes and Requirements Process Design Process Control Process Improvement Managing Supply Chain Processes Summary of Key Points and Terminology Review Questions Discussion Questions Problems Projects, Etc. Cases Notes Part 2: Tools and Techniques for Quality Chapter 6: Statistical Methods in Quality Management Basic Probability Concepts Probability Distributions Statistical Methodology Statistical Analysis with Microsoft Excel Statistical Inference Summary of Key Points and Terminology Review Questions Problems Projects, Etc. Cases Notes Chapter 7: Design for Quality and Product Excellence Product Development Concept Development and Innovation Detailed Design Design for Reliability Design Optimization Design Verification Summary of Key Points and Terminology Review Questions Problems Projects, Etc. Cases Notes Chapter 8: Measuring and Controlling Quality Measurement for Quality Control Measurement System Evaluation Process Capability Measurement Pre-Control Statistical Process Control Control Charts for Variables Data Control Charts for Attributes Data Summary of Control Chart Construction Implementing Statistical Process Control Summary of Key Points and Terminology Review Questions Problems Cases Notes Chapter 9: Process Improvement and Six Sigma Process Improvement Methodologies Six Sigma Implementing Six Sigma Using the DMAIC Process Lean Tools for Process Improvement Summary of Key Points and Terminology Review Questions Discussion Questions Problems Projects, Etc. Cases Notes Part 3: Beyond Quality Management: Managing for Performance Excellence Chapter 10: The Baldrige Framework for Performance Excellence The Baldrige Excellence Framework International Quality and Performance Excellence Programs Baldrige, ISO 9000, and Six Sigma Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 11: Strategy and Performance Excellence The Scope of Strategic Planning The Seven Management and Planning Tools Organizational Design for Performance Excellence Core Competencies and Strategic Work System Design Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 12: Measurement and Knowledge Management for Performance Excellence The Value and Scope of Performance Measurement Designing Effective Performance Measurement Systems Analyzing and Using Performance Data Managing Information Resources Knowledge Management Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 13: Leadership for Performance Excellence Leadership Competencies and Practices Leadership Theory and Practice Leadership, Governance, and Societal Responsibilities Summary of Key Points and Terminology Review Questions Discussion Questions Projects, Etc. Cases Notes Chapter 14: Building and Sustaining Quality and Performance Excellence Organizational Culture and Change Strategies for Quality and Performance Excellence The Journey toward Performance Excellence A View toward the Future Summary of Key Points and Terminology Review Questions Discussion Questions [Show More]

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