Nelson Higher Education

Higher Education

Quality & Performance Excellence, 6th Edition

  • James Evans
  • ISBN-10: 0324827067
  • ISBN-13: 9780324827064
  • 480 Pages | Paperback
  • Previous Editions: 2008, 2005, 2003
  • COPYRIGHT: 2011 Published
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About the Product

Packed with relevant, real-world illustrations and cases, QUALITY AND PERFORMANCE EXCELLENCE, 6e presents the basic principles and tools associated with quality and performance excellence through cutting-edge coverage that includes the latest thinking and practices from the field. This proven text has three primary objectives: familiarize students with the basic principles and methods, show how these principles and methods have been put into effect in a variety of organizations, and illustrate the relationship between basic principles and the popular theories and models studied in management courses. Extremely flexible and student friendly, the text is organized according to traditional management topics, helping students quickly see the connections between quality principles and management theories. Excellent case studies give students practical experience working with real-world issues. Many cases focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia-Pacific.


  • Considerable flexibility is built into QUALITY AND PERFORMANCE EXCELLENCE, 6e to meet the unique needs of individual instructors -- and their students. After chapters 1 and 2, all other chapters can be sequenced in almost any order.

  • Unlike most books on quality, QUALITY AND PERFORMANCE EXCELLENCE, 6e is organized according to traditional management topics. This student-friendly organization helps readers see the parallels between quality principles and management theories in areas such as organizational design and leadership.

  • Part II introduces the importance of quality and performance excellence from a strategic perspective, the idea of customer-supplier relationships, and the role of organizational design. Part III, Performance Excellence and Organizational Behavior, discusses the themes of teamwork and empowerment as well as relates quality to the topics of groups and motivation. Part IV deals with practices for making performance excellence a part of today's organizations, focusing on leadership and the journey to performance excellence.

About the Author

James Evans

James R. Evans is Professor Emeritus in the Department of Operations, Business Analytics and Information Systems in the Lindner College of Business at the University of Cincinnati. He has served as president of the Decision Sciences Institute and served for 11 years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been editor of the Quality Management Journal, has been published by the American Society for Quality and has served on editorial boards of numerous other journals. Dr. Evans has published 100 refereed papers and more than 50 editions of leading books in operations management, quality, Six Sigma and business analytics. During the annual Quality Congress in May 2004, the American Society for Quality presented Dr. Evans and co-author Dr. William Lindsay with the Philip B. Crosby Medal for THE MANAGEMENT AND CONTROL OF QUALITY, 5th Edition, also published by Cengage, and now in its 11th edition. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods and techniques of quality management."

Table of Contents

1 Introduction to Quality and Performance Excellence.
2 Frameworks for Quality and Performance Excellence.
3 Tools and Techniques for Quality Design and Control.
4 Tools and Techniques for Quality Improvement.
5 Competitive Advantage and Strategic Management for Performance Excellence.
6 Quality in Customer-Supplier Relationships.
7 Designing Organizations for Performance Excellence.
8 Quality Teamwork.
9 Engagement, Empowerment, and Motivation.
10 Leadership for Performance Excellence.
11 Performance Excellence and Organizational Change.

New to this edition

  • Thoroughly revised and updated, QUALITY AND PERFORMANCE EXCELLENCE, 6e
  • Using real-world examples to illustrate text concepts, each chapter now begins with a "Performance Excellence Profile" highlighting a recent Baldrige recipient whose practices have particular relevance to the chapter material.
  • Numerous new boxed examples and cases have been added throughout, illustrating key ideas and themes as well as giving students hands-on opportunities to sharpen their critical-thinking skills.
  • Chapter 9 now takes a broader perspective of employee engagement than in previous editions.


All supplements have been updated in coordination with the Main title.
Please see Main title page for new to this edition information.

Instructor Supplements

Test Bank  (ISBN-10: 0538475587 | ISBN-13: 9780538475587)

The Test Bank is available on the Instructor's Website.

PowerPoint®  (ISBN-10: 0538475382 | ISBN-13: 9780538475389)