Quality is a key concern of almost all organizations. High-quality goods and services can give an organization a considerable competitive edge. Good quality reduces the costs of rework, waste, complaints and returns and most importantly, generates satisfied customers. Some operation managers believe that, in the long run, quality is the most important single factor affecting an organization’s performance relative to its competitors. Even when a good-quality operation is designed and its activities planned and controlled, the quality manager’s task is not finished. Total quality management (TQM) has probably been the most significant approach to managing operations improvement. Quality Management: Creating and Sustaining Organizational Effectiveness, Second Edition explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. This course is designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, this is based on key quality initiatives, including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.