Total quality management / created by Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield, and Mary Besterfield-Sacre,

Includes bibliographical references and index

Over the years, total quality management has become very important for improving a firm's processing capabilities to sustain competitive advantages. And in the last few years, the world has gone through many major changes in terms of information technology, quality system standards, customer satisfaction levels, economic changes, approaches of the government and political alignments on the national and international level. Keeping these developments in mind, Total Quality Management, 5e has been revised to focus on encouraging a continuous flow of incremental improvements from the bottom of the organization's hierarchy