Extensively updated to reflect the latest research and progress in the field, cover even more of the crucial "people" aspects of quality, and present an entirely new set of real-world Quality Cases. New! Extensive new coverage --including new sections and content on topics such as quality certification, supervisors' responsibilities for quality management, product innovation, following before leading, team facilitation, customer retention, and ISO 9000 Gives students access to today's best techniques, and practical insights for overcoming today's newest quality challenges New! Brand-new Quality Cases in all odd-numbered chapters --illuminating the real-world experiences of companies that have won the Baldrige Award, Japan's Shingo Quality Prize, or the European Quality Award Helps students learn from the experiences of today's most effective quality implementers Updated! Updated or replaced Quality Tips throughout --reflecting new information, emerging trends, and updated research Shows students how quality management is performed today, preparing them to succeed in current environments Updated! Revised endnote material and references throughout --providing up-to-the-minute information for further student exploration Connects students to the world's best new thinking and research on quality Updated! Revised time-sensitive Discussion Assignments --utilizing the latest information and drawing on the latest trends Encourages discussion and engagement by linking it to the most current trends and events New! 100-Year Quality Timeline -- showing the evolution of quality and the quality discipline Helps students place the discipline of quality management in broader historical context New! All-new chapter on Quality Function Deployment replaces older coverage --focusing not just on defining QFD but also showing how to use it Helps students actually apply powerful QFD concepts rather than simply understanding them "in the abstract" Expanded! Broadened and improved coverage of statistical process control (SPC)-- including rationales, control charts, management role, total quality tools, implementation, deployment, challenges, and more Helps students apply scientific quality measurement techniques more effectively, and work with colleagues who do so Expanded! Improved and extended coverage of continual improvement methods --including structures, activities, leadership, planning, strategies, Kaizen, Goldratt's Theory of Constraints, CEDAC, Lean Operations, and Lean Six Sigma Helps students compare, evaluate, and utilize any leading approach to continual improvement Improved! More and better coverage of quality benchmarking --including definitions, rationale, prerequisites, obstacles, approaches, processes, and "perpetual benchmarking" techniques Helps students determine how their organizations' quality results compare with others, and learning from the best Expanded! More up-to-date coverage of just-in-time approaches and lean processes --including all new discussion assignments Enables students to participate more effectively in JIT and lean programs.