About our authors Dr. David Goetsch is Emeritus Vice-President and Professor at Northwest Florida State College, where he has served for 44 years. Prior to entering higher education, Dr. Goetsch had a career in the private sector that included positions in quality management, safety management, and project management with manufacturing and construction firms. Dr. Goetsch is the founder of The Quality Institute (TQI), a partnership of Northwest Florida State College and the Okaloosa Economic Development Council. He is one of the most widely published college professors in the United States. This is his 73rd book.Stanley Davis is a former manufacturing executive with Harris Corporation. He was the founding director of The Quality Institute (TQI) and is a well-known expert on statistical process control, just-in-time manufacturing, Six Sigma, Lean Six Sigma, benchmarking and quality systems.

• Brief Table of Contents PART I: PHILOSOPHY AND CONCEPTS The Total Quality Approach to Quality Management: Achieving Organizational ExcellenceQuality and Global CompetitivenessStrategic Management: Planning and Execution for Competitive AdvantageQuality Management, Ethics, and Corporate Social ResponsibilityPartnering and Strategic AlliancesQuality Culture: Changing Hearts, Minds, and AttitudesCustomer Satisfaction, Retention, and LoyaltyEmployee EmpowermentLeadership and ChangeTeam Building and TeamworkEffective CommunicationEducation and TrainingOvercoming Politics, Negativity, and Conflict in the WorkplaceISO 9000 and Total Quality: The RelationshipPART II: TOOLS AND TECHNIQUES Overview of Total Quality ToolsProblem Solving and Decision MakingQuality Function DeploymentOptimizing and Controlling Processes Through Statistical Process ControlContinual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and MoreBenchmarkingJust-in-Time/Lean Manufacturing (JIT/Lean)Implementing Total Quality Management