ABOUT THE AUTHORS Dr. S. Thomas Foster is the Donald Staheli Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A leading expert in quality management, he has authored best-selling textbooks, including Quality Management: An Integrative Approach and Managing Supply Chain and Operations. He has served on the Malcolm Baldrige National Quality Award Board of Overseers and has consulted for major corporations such as Hewlett-Packard and Eaton Corp. Dr. John W. Gardner is an Associate Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A Six Sigma Black Belt with industry experience in banking, aerospace, and process controls, he specializes in Lean, Six Sigma, and process improvement. His research focuses on healthcare quality, production feedback, and the intersection of people and technology, including AI and blockchain applications in supply chain management.

• About the Authors xxiiPreface xxivAcknowledgments xxviiPart 1 Understanding Quality Concepts xxvii1 Differing Perspectives on Quality 22 Quality Theory 263 Global Supply Chain Quality and International Quality Standards 52Part 2 Designing and Assuring Quality4 Strategic Quality Planning 865 The Voice of the Customer 1126 The Voice of the Market 1377 Quality and Innovation in Product and Process Design 1608 Designing Quality Services 1889 Managing Supplier Quality in the Supply Chain 222Part 3 Implementing Quality10 The Tools of Quality 24011 Statistically Based Quality Improvement for Variables 28212 Statistically Based Quality Improvement for Attributes 32113 Lean and Six Sigma Management Principles and Tools 345Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 39015 Implementing and Validating the Quality System 423Appendix A- 1Glossary G- 1Index I- 1

ABOUT THE AUTHORS Dr. S. Thomas Foster is the Donald Staheli Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A leading expert in quality management, he has authored best-selling textbooks, including Quality Management: An Integrative Approach and Managing Supply Chain and Operations. He has served on the Malcolm Baldrige National Quality Award Board of Overseers and has consulted for major corporations such as Hewlett-Packard and Eaton Corp. Dr. John W. Gardner is an Associate Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A Six Sigma Black Belt with industry experience in banking, aerospace, and process controls, he specializes in Lean, Six Sigma, and process improvement. His research focuses on healthcare quality, production feedback, and the intersection of people and technology, including AI and blockchain applications in supply chain management.

• About the Authors xxiiPreface xxivAcknowledgments xxviiPart 1 Understanding Quality Concepts xxvii1 Differing Perspectives on Quality 22 Quality Theory 263 Global Supply Chain Quality and International Quality Standards 52Part 2 Designing and Assuring Quality4 Strategic Quality Planning 865 The Voice of the Customer 1126 The Voice of the Market 1377 Quality and Innovation in Product and Process Design 1608 Designing Quality Services 1889 Managing Supplier Quality in the Supply Chain 222Part 3 Implementing Quality10 The Tools of Quality 24011 Statistically Based Quality Improvement for Variables 28212 Statistically Based Quality Improvement for Attributes 32113 Lean and Six Sigma Management Principles and Tools 345Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 39015 Implementing and Validating the Quality System 423Appendix A- 1Glossary G- 1Index I- 1

ABOUT THE AUTHORS Dr. S. Thomas Foster is the Donald Staheli Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A leading expert in quality management, he has authored best-selling textbooks, including Quality Management: An Integrative Approach and Managing Supply Chain and Operations. He has served on the Malcolm Baldrige National Quality Award Board of Overseers and has consulted for major corporations such as Hewlett-Packard and Eaton Corp. Dr. John W. Gardner is an Associate Professor of Global Supply Chain Management at Brigham Young University’s Marriott School of Business. A Six Sigma Black Belt with industry experience in banking, aerospace, and process controls, he specializes in Lean, Six Sigma, and process improvement. His research focuses on healthcare quality, production feedback, and the intersection of people and technology, including AI and blockchain applications in supply chain management.

• About the Authors xxiiPreface xxivAcknowledgments xxviiPart 1 Understanding Quality Concepts xxvii1 Differing Perspectives on Quality 22 Quality Theory 263 Global Supply Chain Quality and International Quality Standards 52Part 2 Designing and Assuring Quality4 Strategic Quality Planning 865 The Voice of the Customer 1126 The Voice of the Market 1377 Quality and Innovation in Product and Process Design 1608 Designing Quality Services 1889 Managing Supplier Quality in the Supply Chain 222Part 3 Implementing Quality10 The Tools of Quality 24011 Statistically Based Quality Improvement for Variables 28212 Statistically Based Quality Improvement for Attributes 32113 Lean and Six Sigma Management Principles and Tools 345Part 4 Forever Improving the Quality System14 Managing Quality Improvement Teams and Projects 39015 Implementing and Validating the Quality System 423Appendix A- 1Glossary G- 1Index I- 1