Experiencing Quality

This book of 61 experiential exercises covers a broad range of quality concepts, approaches and tools. It can serve as either a core text in a quality course, or as a supplement in a functional area course. The text discusses key differences and similarities between effective quality management in manufacturing settings, service settings, health care, and many other non-manufacturing settings. Exercises facilitate learning-while-doing and trouble-shooting in ongoing quality improvement efforts. The text focuses on the human contributions to quality.