The total quality approach to quality management: achieving organizational excellence -- Quality and global competitiveness -- Quality management, ethics, and corporate social responsibility -- Quality culture: changing hearts, minds, and attitudes -- Strategic management: planning and execution for competitive advantage -- Partnering and strategic alliances -- Customer satisfaction, retention, and loyalty -- Employee empowerment -- Leadership and change -- Team building and teamwork -- Effective communication -- Education and training -- Overcoming politics, negativity, and conflict in the workplace -- ISO 9000 and total quality: the relationship -- Overview of total quality tools -- Problem solving and decision making -- Quality function deployment -- Optimizing and controlling processes through statistical process control -- Continual improvement methods with Six Sigma, Lean, Lean Six Sigma, and more -- Benchmarking -- Just-in-time/Lean manufacturing (JIT/Lean) -- Improving total quality management.