Abstract
1. Introduction to the Volume P.J. Lederer. Part 1: Performance of Total Quality Management. 2. An Exploratory Empirical Investigation of the Effects of Total Quality Management on Corporate Performance S.L. Jarrell, G.S. Easton. Part 2: Understanding Total Quality Management. 3. Quality Activities and Quality Performance of Japanese and U.S. Firms in the Printed Circuit Board Industry A.J. Swersey, et al. 4. Cost, Quality and Customer Satisfaction of Software Products: A Field Study M.S. Krishnan, et al. 5. Measuring Product Development to Improve the Quality of the Process A. Griffin. 6. The Impact of Knowledge on Quality A.S. Mukherjee, L.N. van Wassenhove. 7. Quality Management in Services: Analysis and Measurement U. Apte, et al. Part 3: Organizations and Total Quality Management. 8. Science, Specific Knowledge and Total Quality Management K.H. Wruck, M.C. Jensen. 9. Introduction to Quality-Driven Team-Based Systems: Issues at the Boundary of Operations Management and Industrial Relations S. Dasu, et al. Part 4: Using Total Quality Management. 10. Deploying Total Quality Management at the University of Pennsylvania P.R. Kleindorfer. 11. The Mess at Plastron: A Case History of an SPC Startup P.J. Kolesar. Index.
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