Dr. Tom Foster is a department chair, professor, researcher, and consultant in the field of quality management. Among his areas of expertise are strategic quality planning, service quality, Six Sigma, government quality, and the role of technology in improving quality. Tom is the Donald L. Staheli Professor of quality and global supply chain management in the Marriott School of Management at Brigham Young University. He has also taught at Pennsylvania State University and Boise State University. He received his Ph.D. from the University of Missouri-Columbia.Dr. John W. Gardner is an associate professor and researcher of global supply chain and operations management, with expertise in the fields of quality management, healthcare improvement, Lean and Six Sigma, process design and innovation, and networks. His focus is on driving both operational improvement and innovation. John teaches quality management as well as global supply chain and operations for both undergraduate and graduate students in the Brigham Young University Marriott School of Business. John has received awards for outstanding research and teaching and a David E. and Verla A. Sorensen fellowship. John also taught courses at The Ohio State University where he received his Ph.D. in Management Science.

• Preface xxiiiAcknowledgments xxvAbout the Authors xxviiPart 1 Understanding Quality Concepts1 Differing Perspectives on Quality 22 Quality Theory 273 Global Supply Chain Quality and International Quality Standards 53Part 2 Designing and Assuring Quality4 Strategic Quality Planning 885 The Voice of the Customer 1136 The Voice of the Market 1387 Quality and Innovation in Product and Process Design 1618 Designing Quality Services 1899 Managing Supplier Quality in the Supply Chain 221Part 3 Implementing Quality10 The Tools of Quality 23811 Statistically Based Quality Improvement for Variables 27912 Statistically Based Quality Improvement for Attributes 31813 Lean and Six Sigma Management Principles and Tools 341Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 38615 Implementing and Validating the Quality System 419Appendix A- 1Glossary G- 1Index I- 1

Dr. Tom Foster is a department chair, professor, researcher, and consultant in the field of quality management. Among his areas of expertise are strategic quality planning, service quality, Six Sigma, government quality, and the role of technology in improving quality. Tom is the Donald L. Staheli Professor of quality and global supply chain management in the Marriott School of Management at Brigham Young University. He has also taught at Pennsylvania State University and Boise State University. He received his Ph.D. from the University of Missouri-Columbia.Dr. John W. Gardner is an associate professor and researcher of global supply chain and operations management, with expertise in the fields of quality management, healthcare improvement, Lean and Six Sigma, process design and innovation, and networks. His focus is on driving both operational improvement and innovation. John teaches quality management as well as global supply chain and operations for both undergraduate and graduate students in the Brigham Young University Marriott School of Business. John has received awards for outstanding research and teaching and a David E. and Verla A. Sorensen fellowship. John also taught courses at The Ohio State University where he received his Ph.D. in Management Science.

• Preface xxiiiAcknowledgments xxvAbout the Authors xxviiPart 1 Understanding Quality Concepts1 Differing Perspectives on Quality 22 Quality Theory 273 Global Supply Chain Quality and International Quality Standards 53Part 2 Designing and Assuring Quality4 Strategic Quality Planning 885 The Voice of the Customer 1136 The Voice of the Market 1387 Quality and Innovation in Product and Process Design 1618 Designing Quality Services 1899 Managing Supplier Quality in the Supply Chain 221Part 3 Implementing Quality10 The Tools of Quality 23811 Statistically Based Quality Improvement for Variables 27912 Statistically Based Quality Improvement for Attributes 31813 Lean and Six Sigma Management Principles and Tools 341Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 38615 Implementing and Validating the Quality System 419Appendix A- 1Glossary G- 1Index I- 1

Dr. Tom Foster is a department chair, professor, researcher, and consultant in the field of quality management. Among his areas of expertise are strategic quality planning, service quality, Six Sigma, government quality, and the role of technology in improving quality. Tom is the Donald L. Staheli Professor of quality and global supply chain management in the Marriott School of Management at Brigham Young University. He has also taught at Pennsylvania State University and Boise State University. He received his Ph.D. from the University of Missouri-Columbia.Dr. John W. Gardner is an associate professor and researcher of global supply chain and operations management, with expertise in the fields of quality management, healthcare improvement, Lean and Six Sigma, process design and innovation, and networks. His focus is on driving both operational improvement and innovation. John teaches quality management as well as global supply chain and operations for both undergraduate and graduate students in the Brigham Young University Marriott School of Business. John has received awards for outstanding research and teaching and a David E. and Verla A. Sorensen fellowship. John also taught courses at The Ohio State University where he received his Ph.D. in Management Science.

• Preface xxiiiAcknowledgments xxvAbout the Authors xxviiPart 1 Understanding Quality Concepts1 Differing Perspectives on Quality 22 Quality Theory 273 Global Supply Chain Quality and International Quality Standards 53Part 2 Designing and Assuring Quality4 Strategic Quality Planning 885 The Voice of the Customer 1136 The Voice of the Market 1387 Quality and Innovation in Product and Process Design 1618 Designing Quality Services 1899 Managing Supplier Quality in the Supply Chain 221Part 3 Implementing Quality10 The Tools of Quality 23811 Statistically Based Quality Improvement for Variables 27912 Statistically Based Quality Improvement for Attributes 31813 Lean and Six Sigma Management Principles and Tools 341Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 38615 Implementing and Validating the Quality System 419Appendix A- 1Glossary G- 1Index I- 1