Prepare for success in quality management today with this leading text's focus on the fundamental principles and emphasis on high performance management practices, such as those reflected in the Baldrige Criteria. A wealth of current examples from leading organizations reflects quality throughout the world as they emphasize the practical aspects of the book's managerial focus and pertinent technical topics. Features: The Student CD-ROM tool that accompanies all new student texts saves significant study time and guides learning with additional Baldrige and multimedia cases, summaries of key points and terminology, and supplementary topics for each chapter. The CD also includes all major spreadsheet templates from the text's quantitative examples * Managerial-focused chapters within this edition contrast and compare the Baldrige standards, ISO 9000, and Six Sigma to give the reader a more comprehensive understanding of the driving forces within quality management practice today About The Author: James R. Evans , University of Cincinnati William M. Lindsay , Northern Kentucky University Table Of Contents: PART I: THE QUALITY SYSTEM 1. Introduction to Quality 2. Philosophies and Frameworks 3. Total Quality in Organizations PART II: THE MANAGEMENT SYSTEM 4. Focusing on Customers 5. Leadership and Strategic Planning6. High-Performance Human Resource Practices 7. Process Management 8. Performance Measurement and Strategic Information Management 9. Build