Includes bibliographical references and index. Evans, J. R., & Lindsay, W. M. (2014). Managing for quality and performance excellence (9th ed.). Australia; Mason, OH: South-Western, Cengage Learning.

Part 1: Principles of quality -- Chapter 1: Introduction to quality -- Chapter 2: Foundations of quality management -- Chapter 3: Customer focus -- Chapter 4: Workforce focus -- Chapter 5: Process focus -- Part 2: Tools and techniques for quality -- Chapter 6: Statistical methods in quality management -- Chapter 7: Design for quality and product excellence -- Chapter 8: Measuring and controlling quality -- Chapter 9: Process improvement and six sigma -- Part 3: Beyond quality management: managing for performance excellence -- Chapter 10: The baldrige framework for performance excellence -- Chapter 11: Strategy and performance excellence -- Chapter 12: Measurement and knowledge management for performance excellence -- Chapter 13: Leadership for performance excellence -- Chapter 14: Building and sustaining quality and performance excellence