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Management
, Ninth Edition
Robert Kreitner, Arizona State University
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| | Chapter Objectives
Chapter 17:
Organizational Control and Quality Improvement
- Identify three types of control and the components common to all control systems.
- Discuss organizational control from a strategic
perspective.
- Identify the four key elements of a crisis management program.
- Identify five types of product quality.
- Explain how providing a service differs from manufacturing a product and list the five service-quality dimensions.
- Define total quality management (TQM) and discuss the basic TQM principles.
- Describe at least three of the seven TQM process improvement tools.
- Explain how Demings PDCA cycle can improve the overall management process.
- Specify and discuss at least four of Demings famous 14 points.
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