Introduction to total quality management -- Leadership for TQM -- Information analusis and information technology -- Strategic quality planning -- Human resource development and management -- Management of process quality -- Customer focus and satisfaction -- Benchmarking -- Organizing for total quality management: structure and teams -- Productivity, quality, and reengineering -- The cost of quality -- ISO 9000: univerds of quality -- 1993 varifilm case study

1. Total quality management
2. Total quality management -- Case studies