Principles of Total Quality: 3rd Edition (Hardback) book cover

Principles of Total Quality

3rd Edition

By Vincent K. Omachonu, Joel E. Ross

CRC Press

512 pages | 102 B/W Illus.

Purchasing Options:$ = USD
Hardback: 9781574443264
pub: 2004-05-27
$98.95
x


FREE Standard Shipping!

Description

In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors.

This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations.

The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.

Reviews

“The third edition of ‘Principles of Total Quality’ is an excellent introduction to Total Quality Management (TQM) from authors who know what they are talking about. … The book is easy to read and the format pleasant and instructive. Most chapters finish with illustrative cases and a set of questions which will help you remember the salient points. … Whether you dip in, or read from cover to cover, I recommend this edition from two authors who have won their spurs in our quality profession.”

— Quality Assurance Journal

“The book is easy to read and understand and is a useful addition to collection of books on TQM.”

—TQM Magazine

Promo Copy

Table of Contents

Contents

MANAGEMENT OF TOTAL QUALITY

Total Quality Management and the Revival of

Quality in the U.S.

The Concept of TQM

Antecedents of Modern Quality Management

The Quality Pioneers

Accelerating Use of TQM

Quality and Business Performance

Service Quality vs. Product Quality

Exercises

Illustrative Case

Endnotes

References

Leadership

Attitude and Involvement of Top Management

Communication

Culture

Management Systems

Control

Exercises

Illustrative Cases

Endnotes

References

Information and Analysis

Organizational Implications

Strategic Information Systems

Shortcomings of Accounting Systems

Organizational Linkages

Advanced Processes/Systems

Information and the Customer

The Information Systems Specialists

Systems Design

Exercises

Illustrative Case

Endnotes

References

Strategic Quality Planning

Strategy and the Strategic Planning Process

Strategic Quality Management

Definition of Quality

Control

Service Quality

Summary

Exercises

Illustrative Cases

Endnotes

References

Human Resource Development and Quality Management

Involvement: A Central Idea of Human Resource Utilization

Organizing for Involvement

Training and Development

Selection

Performance Appraisal

Compensation Systems

Total Quality Oriented Human Resource Management

Exercises

Illustrative Cases

Endnotes

References

Management of Process Quality

A Brief History of Quality Control

Product Inspection vs. Process Control

Moving from Inspection to Process Control

Statistical Quality Control

Basic Approach to Statistical Quality Control

Manufacturing to Specification vs. Manufacturing to Reduce

                Variations

Process Control in Service Industries

Process Control for Internal Services

Quality Function Deployment

Just-in-Time (JIT)

Just-in-Time or Just-in-Case

The Human Side of Process Control

Exercises

Illustrative Cases

Endnotes

References

Customer Focus and Satisfaction

Process vs. Customer

Internal Customer Conflict

Defining Quality

A Quality Focus

The Driver of Customer Satisfaction

Getting Employee Input

Measurement of Customer Satisfaction

The Role of Marketing and Sales

The Sales Process

Service Quality and Customer Retention

Customer Retention and Profitability

Buyer–Supplier Relationships

Exercises

Illustrative Cases

Endnotes

References

Benchmarking

The Evolution of Benchmarking

The Essence of Benchmarking

Benchmarking and the Bottom Line

The Benefits of Benchmarking

Strategic Benchmarking

Operational Benchmarking

The Benchmarking Process

Identify the Best-in-Class

Measure Your Own Performance

Actions to Close the Gap

Pitfalls of Benchmarking

Exercises

Illustrative Case

Endnotes

References

Organizing for Total Quality Management

Organizing for TQM: The Systems Approach

Organizing for Quality Implementation

The People Dimension: Making the Transition from a

                Traditional to a TQM Organization

Roles in Organizational Transition to TQM

Small Groups and Employee Involvement

Teams for TQM

Exercises

Illustrative Cases

Endnotes

References

Quality and Productivity

The Leverage of Productivity and Quality

Management Systems vs. Technology

Productivity in the United States

Measuring Productivity

Basic Measures of Productivity:

Ratio of Output to Input

White-Collar Productivity

Improving Productivity (and Quality)

Capital Equipment vs. Management Systems

Activity Analysis

Exercises

Illustrative Case

Endnotes

References

PROCESSES AND QUALITY TOOLS

The Cost of Quality

Cost of Quality Defined

The Cost of Quality

Three Views of Quality Costs

Quality Costs

Measuring Quality Costs

The Use of Quality Cost Information

Accounting Systems and Quality Management

Activity-Based Costing

Exercises

Endnotes

References

The Concept of a Process

What is a Process?

Examples of Processes

Types of Processes

The Total Process

Exercises

Endnotes

Understanding Data

Introduction

Data and Information

How to Present/Describe Data

Sampling

Exercises

Endnotes

References

The Seven Basic Quality Control Tools

Background

Check Sheets

Flowcharts

Graphs

Histograms

Pareto Charts

Cause-and-Effect Diagrams

Scatter Diagrams

Control Charts

Exercises

Endnotes

References

Control Charts for Variables

Background

Uses of Control Charts

Variables Control Charts

Applications of Variables Control Charts

Examples of Variables Control Charts

Summary

Exercises

References

Control Charts for Attributes

Control Chart for Fraction Non-Conforming (p Chart)

Control Chart for Number Non-Conforming (np Chart)

Control Chart for Non-Conformities

Summary

Exercises

References

When to Use the Different Control Charts

Introduction

Example 1

Example 2

Example 3

Summary

Exercises

Quality Improvement Stories

What Is a Quality Improvement Story?

Step 1: Identify the Problem Area

Step 2: Observe and Identify Causes of the Problem

Step 3: Analyze, Identify, and Verify Root Cause(s) of the

                Problem

Step 4: Plan and Implement Preventive Action

Step 5: Check Effectiveness of Action Taken

Step 6: Standardize Process Improvement

Step 7: Determine Future Action

Other Considerations

QI Story Line

Data Collection

Exercises

References

Quality Function Deployment

History

What Is Quality Function Deployment?

Benefits

Conclusion

Exercises

Endnotes

References

CRITERIA FOR QUALITY PROGRAMS

ISO 9000

ISO Around the World

ISO 9000 in the U.S.

ISO 9000

Benefits of ISO 9000 Certification

Getting Certified: The Third-Party Audit

Documentation

Post-Certification

Choosing an Accredited Registration Service

ISO 9000 and Services

The Cost of Certification

ISO 9000 vs. the Baldrige Award

Implementing the System

Final Comments

Exercises

Endnotes

References

The Baldrige Award

Endnotes 370

European Union Directives

EU Directives

Compliance with EU Directives

CE Conformity Marks

Cost of Non-Conformance

Conclusion

Exercises

References

QS-9000

Historical Perspective

Basic QS-9000

Structure of QS-9000

Document Control and Registration

Summary

Exercises

References

ISO 14000

Components of ISO 14000

Registration

Benefits

Exercises

References

ISO 9000: A Practical Step-by-Step Approach

Preparing for ISO 9000 Registration

Pre-Audit Conducted

Documenting Control Procedures and Work Activities

Implementing a Policies and Procedures Training Program

The Final Assessment

GSP’s Recommendations for Achieving ISO 9000

Exercises

Process Capability

Introduction

Attribute Process Capability

Variable Process Capability

Tolerance and Specifications

Capability Indexes

Colony Fasteners

Design and Introduction of Products and Services

Process Management: Product and Service Production and

                Delivery

Process Management: Support Services

Management of Supplier Performance

Summary of Company Requirements

Exercises

Endnotes

References

Introduction to Reliability

Introduction

Reliability

Measures of Reliability

System Reliability

Exercises

Endnotes

References

Introduction to Six Sigma

The History of Six Sigma

The Six Sigma Concept

Six Sigma Features

Benefits of Six Sigma

Exercises

Endnotes

References

Healthcare Service Excellence

Service Is the Competitive Edge

Why Customer Service in Healthcare?

The Healthcare Customer

How to Use Customer Profiles

The Quality of Behavior

Moving Toward a Total Service Quality Management Process

Summary

Exercises

Endnotes

References

Subject Categories

BISAC Subject Codes/Headings:
BUS053000
BUSINESS & ECONOMICS / Quality Control
TEC032000
TECHNOLOGY & ENGINEERING / Quality Control