Complete coverage of both the hard and soft topics related to quality management gives students the whole picture Two-part organization ensures understanding of both the hard and soft topics related to quality management while allowing for equal attention to each area. Part One covers all of the soft topics related to quality, and Part Two covers all of the hard, or technical topics. In-depth coverage of all quality management topics means no additional sources are needed for teaching the classes. UPDATED - Quality and competitiveness content in Chapter 1 provides additional touchpoints for students, including Deming's 14 Points refreshed for contemporary times, Armand Feigenbaum's "Total Quality Control" concept, the role of managers in achieving organizational excellence, and the impact of technology on the future of quality management. NEW - Problem-Solving content in Chapter 16 equips students with problem-solving strategies through sections on applying the Five Whys, human error as a root cause with applicable precautions, and common errors made in problem solving. Applied learning tools help students master course material Student learning aids in each chapter guide students through quality management concepts and topics with specific learning objectives, quality tips, a comprehensive summary keyed to the chapter learning objectives, key terms and concepts, review questions, critical-thinking activities, and discussion assignments. Timely information and the most up-to-date coverage of quality keeps learning current UPDATED - Every chapter ensures students are learning the latest information by presenting the most recent trends and data relating to the topics in question. REVISED - Chapter 14 is rewritten to bring it up-to-date with ISO 9000-2015.

EXPANDED - "Greenwashing" is now covered in the section on corporate social responsibility (Chapter 4). NEW - Design of Experiments (DOE) implementation is now explained in a seven-step process (Chapter 15). NEW - Explanations for continual improvement methods now covered in Chapter 19 include why some Lean Six Sigma projects fail when others succeed, and a new section on Risk Priority Numbers (RPNs) and continual improvement. Check out the preface for a complete list of features and what's new in this edition.