Includes bibliographical references and index.

Part 1: Principles of quality -- Introduction to quality -- Foundations of quality management -- Customer focus -- Workforce focus -- Process focus -- Part 2 : Tools and techniques for quality -- Statistical methods in quality management -- Design for quality and product excellence -- Measuring and controlling quality -- Process improvement and six sigma -- Part 3 : Beyond quality management : managing for performance excellence -- The Baldrige framework for performance excellence -- Strategy and performance excellence -- Measurement and knowledge management for performance excellence -- Leadership for performance excellence -- Building and sustaining quality and performance excellence

The ninth edition of managing for quality and performance excellence continues to embrace the fundamental principles, criteria, and historical foundations of total quality, while providing a foundation for understanding and applying technical tools and performance excellence from an enterprise perspective.