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Part I: PRINCIPLES OF QUALITY MANAGEMENT.
1. Introduction to Quality.
2. Foundations of Quality Management.
3. Customer Focus.
4. Workforce Focus.
5. Process Focus.
Part II: TOOLS AND TECHNIQUES FOR QUALITY.
6. Statistical Methods in Quality Management.
7. Design for Quality and Product Excellence.
8. Measuring and Controlling Quality.
9. Problem Solving and Quality Improvement.
10. Six Sigma: Concepts and Implementation.
Part III: BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE.
11. The Baldrige Framework for Performance Excellence.
12. Strategy and Performance Excellence.
13. Measurement and Knowledge Management for Performance Excellence.
14. Leadership for Performance Excellence.
15. Building and Sustaining Quality and Performance Excellence.
Appendices.
