دانلود کتاب Improving Competitive Advantage CMIOLP (CMI Open Learning Programme)

فهرست مطالب :

Front Cover......Page 1
Improving Competitive Advantage......Page 4
Copyright Page......Page 5
Contents......Page 6
Series overview......Page 8
What is quality?......Page 12
The principles of TQM......Page 14
Quality management: how it succeeds, why it fails......Page 21
Learning summary......Page 25
References......Page 26
Quality is everyone’s responsibility......Page 28
Empowerment......Page 30
Training......Page 32
Quality improvement groups......Page 33
Learning summary......Page 37
Reference......Page 38
Introduction......Page 40
Business processes......Page 41
Why manage processes?......Page 45
So where do you start?......Page 49
Getting organized for process improvement......Page 51
Process mapping......Page 55
Who knows, who cares, who can?......Page 56
Putting it on paper......Page 58
Learning summary......Page 69
Into the workplace......Page 70
References......Page 71
Streamlining......Page 72
More challenging possibilities......Page 75
Different outputs?......Page 79
A clean slate......Page 82
Learning summary......Page 84
References......Page 85
Why measure?......Page 86
What do you measure?......Page 88
When do you measure?......Page 90
Who measures?......Page 91
Collecting and using the information......Page 92
Benchmarking......Page 96
Learning summary......Page 100
References......Page 101
People matter......Page 102
Bringing people on board......Page 105
Supporting people through change......Page 106
Motivation and incentives......Page 108
Conflict of interests?......Page 109
Roles and responsibilities......Page 111
Cultural congruence......Page 114
Into the workplace......Page 116
References......Page 117
A strategic approach to health and safety......Page 118
A pro-active approach to health and safety......Page 127
A personal approach to health and safety......Page 133
Learning summary......Page 135
Into the workplace......Page 136
Appendix A. The quality gurus......Page 138
Information toolbox......Page 146