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Quality

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  • Book
  • © 2019

Overview

Authors:
  1. S. P. Mukherjee

    1. Department of Statistics, University of Calcutta, Howrah, India

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  • Offers a comprehensive overview of quality including discussions on quality in higher education, in research and development, as also on quality of life
  • Discusses issues related to measuring quality in service production and delivery
  • Includes a chapter on the quality and information technology interface, highlighting the mutual dependence between these two areas

Part of the book series: India Studies in Business and Economics (ISBE)

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Table of contents (17 chapters)

  1. Front Matter

    Pages i-xxi
    Download chapter PDF

  2. Quality: A Big Canvas

    • Shyama Prasad Mukherjee
    Pages 1-20

  3. Quality in Services

    • Shyama Prasad Mukherjee
    Pages 21-40

  4. Managing Quality Today

    • Shyama Prasad Mukherjee
    Pages 41-62

  5. Quality Systems and System Standards

    • Shyama Prasad Mukherjee
    Pages 63-91

  6. Total Quality Management

    • Shyama Prasad Mukherjee
    Pages 93-113

  7. Quality of Measurements

    • Shyama Prasad Mukherjee
    Pages 115-135

  8. Analysis of Quality Costs

    • Shyama Prasad Mukherjee
    Pages 137-156

  9. Measurement of Customer Satisfaction

    • Shyama Prasad Mukherjee
    Pages 157-178

  10. Improving Process Quality

    • Shyama Prasad Mukherjee
    Pages 179-211

  11. Quality in Higher Education

    • Shyama Prasad Mukherjee
    Pages 213-236

  12. Quality in Research and Development

    • Shyama Prasad Mukherjee
    Pages 237-253

  13. Quality of Information and Quality System in an Information Industry

    • Shyama Prasad Mukherjee
    Pages 255-268

  14. Quality of Life

    • Shyama Prasad Mukherjee
    Pages 269-287

  15. Quality—Information Technology Interface

    • Shyama Prasad Mukherjee
    Pages 289-306

  16. Quality Management in Indian Industry

    • Shyama Prasad Mukherjee
    Pages 307-329

  17. Reliability—An Extension of Quality

    • Shyama Prasad Mukherjee
    Pages 331-357

  18. Statistics for Quality Management

    • Shyama Prasad Mukherjee
    Pages 359-380

  19. Back Matter

    Pages 381-383
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Keywords

About this book

This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a  broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book’s content is also useful for practitioners and industry watchers.

Authors and Affiliations

  • Department of Statistics, University of Calcutta, Howrah, India

    S. P. Mukherjee

About the author

Shyama Prasad Mukherjee retired as the Centenary Professor of Statistics at the University of Calcutta, where he was involved in teaching, research and promotional work in the areas of statistics and operational research. He was the founder secretary of the Indian Association for Productivity, Quality and Reliability and is now its mentor. He received the Eminent Teacher Award from the Calcutta University, P.C. Mahalanobis Birth Centenary Award from the Indian Science Congress Association and Sukhatme Memorial Award for Senior Statisticians from the Government of India.

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