Nelson Higher Education

Higher Education

Managing for Quality and Performance Excellence, 9th Edition

  • James Evans
  • William Lindsay
  • ISBN-10: 1285069463
  • ISBN-13: 9781285069463
  • 784 Pages | Hardcover
  • Previous Editions: 2011, 2008, 2005
  • COPYRIGHT: 2014 Published
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About the Product

The new edition of this definitive market leader and authoritative educational reference continues to provide unmatched coverage and insightful comparisons that guide your students through the intricacies of quality management today. Built upon the strength and proven experience of well-known authors and examiners for the Malcolm Baldrige Award, this text presents the fundamental principles and historical foundations of total quality with an emphasis on high-performance management practices, such as those reflected in the Baldrige Criteria. No other book offers coverage of ISO 9000 certification standards, Six Sigma, and the U.S. Malcolm Baldrige National Quality Award standards students find here. A wealth of first-hand, current examples from leading organizations throughout the world emphasize the practical aspects of the book's managerial focus as well as the technical topics that students are learning. Coverage of most of the Body of Knowledge required for ASQ certification helps you effectively prepare students to become Certified Quality Managers.


  • Contrasts and comparisons of Baldrige, ISO 9000, and Six Sigma in the managerial chapters of the book.

  • Student-friendly layout highlighting important concepts.

  • "Bonus Materials" are available on the student premium Web site and include additional cases, summaries of key points and terminology, supplementary topics, and additional cases and Quality in Practice features.

  • Text coverage of most of the body of knowledge (BOK) required for ASQ certification as a Certified Quality Manager.

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."

William Lindsay

William M. Lindsay is Professor Emeritus of Management at Northern Kentucky University. In addition to co-authoring eight editions of MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE (including predecessors), he is the co-author of TOTAL QUALITY AND ORGANIZATION DEVELOPMENT. He served as an examiner for the Malcolm Baldrige National Quality Award for four years, as a judge for the Kentucky Quality Award for five years and as a judge for the Seasongood Innovation Awards for the city of Cincinnati for three years. He is a senior member and past president of the Cincinnati Chapter of the Institute of Industrial Engineers, past president of the Cincinnati Chapter of the Association for Quality and Participation and a member of the American Society for Quality, in addition to membership with several other professional organizations. Dr. Lindsay continues to teach MBA courses in quality management and project management. He serves as a board member of CLASP, a local nonprofit after-school program for elementary-age children, and is an active volunteer at his church. He earned a B.S.I.E. from the Georgia Institute of Technology, an M.S. in engineering from the University of Cincinnati and an M.B.A. and Ph.D. from Georgia State University.

Table of Contents

Brief Contents.
Part I: Principles of Quality Management.
1: Introduction to Quality.
2: Foundations of Quality Management.
3: Customer Focus.
4: Workforce Focus.
5: Process Focus.
Part II: Tools and Techniques for Quality Management.
6: Statistical Methods in Quality.
7: Design for Quality and Product Excellence.
8: Measuring and Controlling Quality.
9: Six Sigma and Process Improvement.
Part III: Beyond Quality: Performance Excellence in Organizations.
10: The Malcolm Baldrige Framework for Performance Excellence.
11: Strategic Focus on Performance Excellence.
12: Measurement and Knowledge Management for Performance Excellence.
13: Leadership for Performance Excellence.
14: Building and Sustaining Performance Excellence.

New to this edition

  • The ninth edition of Managing for Quality and Performance Excellence continues to em¬brace the fundamental principles, criteria, and historical foundations of total quality, while providing a foundation for understanding and applying technical tools and performance excellence from an enterprise perspective. All chapters have been updated to provide the most current coverage available.
  • We have updated and strengthened the quantitative material in this book, particularly in Chapter 6 on statistical methods. We have developed new and updated Excel templates to facilitate problem solving and incorporated them into numerous examples.
  • We have also developed new and interesting Quality Profiles and Quality in Practice cases and a wide variety of examples from organizations around the world. These profiles and QIP cases emphasize the importance of quality in the global economy. We also added new cases and revised many end-of-chapter problems from the previous edition.


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

Instructor Supplements

Instructor's Resource CD-ROM  (ISBN-10: 1285184068 | ISBN-13: 9781285184067)

Place all of the key teaching resources you need conveniently at your fingertips with this all-in-one source for planning, teaching, grading and assessing student understanding and progress. This CD now includes brief videos highlighting winning practices of Baldrige award winners, such as Pal's Sudden Service, Process Management, SPC, Supply Chain, and Texas Nameplate. You'll find the full Instructor's Manual/Solutions Manual with teaching suggestions and answers to all cases and problems in the text, Test Bank in Word and ExamView® computerized format, and PowerPoint® presentation slides.