Includes index. Ramasamy, S. (2005). Total quality management (International edition 2012). New Delhi: McGraw-Hill Education (Asia).

Section I: TQM Perspective -- TQM Evolution -- Quality Costs -- Leadership -- TQM Implementation -- Section II: TQM Principles and Strategies -- Customer Satisfaction -- Employee Involvement -- Process Approach -- Continuous Process Improvement -- Supplier Partnership -- Performance Measures -- Section III: Statistical Process Control -- The Seven Quality Control Tools and Introduction to Statistics -- Control Charts for Improving Process Capability -- Six Sigma -- Seven New Management Tools -- Section IV: TQM Tools -- Business Process Benchmarking (BPB) -- Quality Function Deployment (QFD) -- Taguchis Robust Design -- Total Productive Maintenance -- Failure Mode and Effects Analysis (FMEA) -- Section V: Quality Systems -- Quality System - ISO 9000 Standards -- Environmental Management System (EMS) - 14001 -- Quality Awards -- Index