Filled with a wide-range of industry examples, this book takes an applied approach that teaches the “why and how” behind quality assurance and statistical process control. Each chapter includes abundant case studies that show how quality tools and techniques can be combined to resolve real customer issues. This edition offers a more global view and includes at least one service industry example per chapter. Expanded treatment is also given to multi-vari analysis and failure modes and effects analysis. With its combination of clear techniques and real-world illustrations, it shows explicitly how quality tools can be used to improve outputs, productivity, costs and safety. MARKET: For people who apply quality assurance tools and techniques to their day-to-day work activities.

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Quality, productivity, costs, and safety. Can you think of any organization that wouldn’t want to make improvements in these areas? Quality principles, tools, and techniques support organizational improvement. This text provides clear explanations of popular quality tools and techniques. Through the use of insightful case studies, plentiful illustrations, and subject matter relevant to the challenges faces in today’s global economy, readers of this text can learn the basics of process improvement. The examples, cases, and problems are based on the real-life experiences of people who apply quality assurance tools and techniques to their day-to-day work activities. Contributors represent a wide cross-section of industries, including utilities, transportation, hospitals, logistics, manufacturing and government.

The fifth edition of this text takes a global approach to quality. It includes new graphs, charts, topics, features, problems, examples, cases, all of which have been created to enhance the text you’ve enjoyed using. Changes include:

One company’s quality experiences woven throughout each chapter
Real Tools for Real Life examples in each chapter
Service industry examples, problems, and cases
Failure modes and effects analysis
Multi-vari analysis
End pages formula reference sheets
Enhanced examples
Revised chapter topic coverage
Improved explanations

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