This comprehensive text examines how to deliver efficient and effective services to customers.

Made up of twenty chapters, the book explains the concepts and techniques of quality management supported with case studies. Numerical examples given in each chapter help students to easily understand concepts.

Primarily designed for MBA, ME/MTech (Industrial Engineering, Production Engineering), BE/BTech (Mechanical Engineering and Production Engineering) and MSc (Operations Research and Statistical Quality Control), the book will also serve as a reference for professionals/consultants to carryout projects in manufacturing or service organisations.

Key features


Detailed coverage of process and statistical quality control.
Chapters on ANOVA, orthogonal arrays and signal-to-noise ratio.
A chapter on Six Sigma, including Shainin techniques.
A chapter on the Analytical Hierarchy Process (AHP).
Presentation of Design of Experiments (DOE) techniques.