• The eleventh 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. All chapters have been carefully edited and updated where appropriate to provide the most current coverage available.
• For instructors, the online instructor materials have been carefully edited and revised to enhance user-friendliness by reorganizing and renaming files and folders as appropriate, reformatting Excel files, and including questions from the text in the instructor’s solution documents. In addition, Excel files for problem solutions have been updated for additional clarity.
• Several Quality Profiles and Quality in Practice features have been replaced with more recent and relevant material. These profiles and QIP features emphasize the importance of quality in the global economy.
• Added several new cases and revised or changed many of the numerical End-of-chapter problems.

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. Process Improvement and Six Sigma.

Part III: BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE.

10. The Baldrige Framework for Performance Excellence.

11. Strategy and Performance Excellence.

12. Measurement and Knowledge Management for Performance Excellence.

13. Leadership for Performance Excellence.

14. Building and Sustaining Quality and Performance Excellence.

Appendices.

James R. Evans

James R. Evans is a professor emeritus in the Department of Operations, Business Analytics and Information Systems in the Lindner College of Business at the University of Cincinnati. He has served as president of the Decision Sciences Institute and served for eleven years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been editor of the Quality Management Journal, has been published by the American Society for Quality and has served on editorial boards of numerous other journals. Dr. Evans has published 100 refereed papers and more than fifty editions of leading books in operations management, quality, Six Sigma, simulation, management science and business analytics. During the annual Quality Congress in May 2004, the American Society for Quality presented Dr. Evans and co-author Dr. William Lindsay with the Philip B. Crosby Medal for THE MANAGEMENT AND CONTROL OF QUALITY, 5th Edition, also published by Cengage, and now in its 11th edition. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods and techniques of quality management." He also received the 2018 Lindner Research Excellence Award from the College of Business at the University of Cincinnati and the 2019 Baldrige Foundation Leadership Award for Excellence in Education.

William M. Lindsay

William M. Lindsay is Professor Emeritus of Management at Northern Kentucky University. In addition to co-authoring eight editions of MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE (including predecessors), he is the co-author of TOTAL QUALITY AND ORGANIZATION DEVELOPMENT. He served as an examiner for the Malcolm Baldrige National Quality Award for four years, as a judge for the Kentucky Quality Award for five years and as a judge for the Seasongood Innovation Awards for the city of Cincinnati for three years. He is a senior member and past president of the Cincinnati Chapter of the Institute of Industrial Engineers, past president of the Cincinnati Chapter of the Association for Quality and Participation and a member of the American Society for Quality, in addition to membership with several other professional organizations. Dr. Lindsay continues to teach MBA courses in quality management and project management. He serves as a board member of CLASP, a local nonprofit after-school program for elementary-age children, and is an active volunteer at his church. He earned a B.S.I.E. from the Georgia Institute of Technology, an M.S. in engineering from the University of Cincinnati and an M.B.A. and Ph.D. from Georgia State University.