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CONTENTS

Contributors ix
Preface to the Fifth Edition xiii

1. How to Use the Handbook J. M. Juran 1.1

2. How to Think about Quality J. M. Juran 2.1

3. The Quality Planning Process John F. Early and O. John Coletti 3.1

4. The Quality Control Process J. M. Juran and A. Blanton Godfrey 4.1

5. The Quality Improvement Process J. M. Juran 5.1

6. Process Management James F. Riley, Jr. 6.1

7. Quality and Income J. M. Juran 7.1

8. Quality and Costs Frank M. Gryna 8.1

9. Measurement, Information, and Decision-Making Thomas C. Redman 9.1

10. Computer Applications to Quality Systems Fredric I. Orkin and

Daniel P. Olivier 10.1

11. The ISO 9000 Family of International Standards Donald W. Marquardt 11.1

12. Benchmarking Robert C. Camp and Irving J. DeToro 12.1

13. Strategic Deployment Joseph A. DeFeo 13.1

14. Total Quality Management A. Blanton Godfrey 14.1

15. Human Resources and Quality W. R. Garwood and Gary L. Hallen 15.1

16. Training for Quality Gabriel A. Pall and Peter J. Robustelli 16.1

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17. Project Management and Product Development Gerard T. Paul 17.1

18. Market Research and Marketing Frank M. Gryna 18.1

19. Quality in Research and Development Al C. Endres 19.1

20. Software Development Lawrence Bernstein and C. M. Yuhas 20.1

21. Supplier Relations John A. Donovan and Frank P. Maresca 21.1

22. Operations Frank M. Gryna 22.1

23. Inspection and Test E. F. “Bud” Gookins 23.1

24. Job Shop Industries Leonard A. Seder 24.1

25. Customer Service Edward Fuchs 25.1

26. Administrative and Support Operations James A. F. Stoner,

Charles B. Wankel, and Frank M. Werner 26.1

27. Process Industries Donald W. Marquardt 27.1

28. Quality in a High Tech Industry M. K. Detrano 28.1

29. Automotive Industry Yoshio Ishizaka 29.1

30. Travel and Hospitality Industries Patrick Mene 30.1

31. Government Services Al Gore 31.1

32. Health Care Services Donald M. Berwick and Maureen Bisognano 32.1

33. Financial Services Industries Charles A. Aubrey II and Robert E. Hoogstoel 33.1

34. Second-Generation Data Quality Systems Thomas C. Redman 34.1

35. Quality and Society J. M. Juran 35.1

36. Quality and the National Culture J. M. Juran 36.1

37. Quality in Developing Countries Lennart Sandholm 37.1

38. Quality in Western Europe Tito Conti 38.1

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39. Quality in Central and Eastern Europe Robert E. Hoogstoel 39.1

40. Quality in the United States J. M. Juran 40.1

41. Quality in Japan Yoshio Kondo and Noriaki Kano 41.1

42. Quality in the People’s Republic of China Yuanzhang Liu 42.1

43. Quality in Latin America Marcos E. J. Bertin 43.1

44. Basic Statistical Methods Edward J. Dudewicz 44.1

45. Statistical Process Control Harrison M. Wadsworth 45.1

46. Acceptance Sampling Edward G. Schilling 46.1

47. Design and Analysis of Experiments J. Stuart Hunter 47.1

48. Reliability Concepts and Data Analysis William Q. Meeker, Luis A. Escobar,
Necip Doganaksoy, and Gerald J. Hahn 48.1

Appendix I. Glossary of Symbols and Abbreviations AI.1

Appendix II. Tables and Charts AII.1

Appendix III. Selected Quality Standards, Specifications,

and Related Documents AIII.1

Appendix IV. Quality Systems Terminology AIV.1

Appendix V. Quality Improvement Tools AV.1

Name Index and Subject Index follow Appendix V