Tabla de Contenidos: “…. -- Case Jose's Authentic Mexican Restaurant -- 3 QUALITY AND PERFORMANCE -- QVC -- Costs of Quality -- Prevention Costs -- Appraisal Costs -- Internal Failure Costs -- External Failure Costs -- Ethical Failure Costs -- Total Quality Management and Six Sigma -- Total Quality Management -- Managerial Practice 3.1 Improving Quality Through Employee Involvement at Santa Cruz Guitar Company -- Six Sigma -- Acceptance Sampling -- Statistical Process Control -- Variation of Outputs -- Control Charts -- Control Charts for Variables -- Control Charts for Attributes -- Process Capability -- Defining Process Capability -- Using Continuous Improvement to Determine the Capability of a Process -- International Quality Documentation Standards and Awards -- The ISO 9001:2008 Documentation Standards -- Malcolm Baldrige Performance Excellence Program -- Systems Approach to Total Quality Management…”