This book follows a business approach that looks critically at the products and services the company provides in relation to the processes it employs to create them. Special features chapter opening vignettes, Marginal additions, Updated ISO standards, An Introduction to Integrated Management system and updated audit process. Another USP of this book is now it is in 2 colour format.Chapter-opening vignettes – accompanied with an image – have been included in all chapters.Each page has been provided with marginal additions to enhance learning.The manufacturing and service sectors have been covered in greater detail by showcasingreal-world practices from the Indian and global scenarios.Chapters have been updated to include the latest data and developments such as theintroduction of an integrated management system in Chapter 17.A complete supplement package comprising an instructors' manual, Power-Point lectureslides and multiple-choice questions has been added

1. Quality Concepts2. Quality Gurus3. The Philosophy of Total Quality Management4. Leadership and Strategic Planning5. TQM Kitemarks6. Statistical Concepts in Quality 7. Six Sigma8. Quality Improvement Tools9. Kaizen—Continuous Improvement10. Breakthrough Improvement11. Benchmarking12. Business Process Re-engineering13. Business Process Management14. Total Productive Maintenance15. Customer-driven Quality16. TQM in Services17. Quality Management System18. Management Audit