Principles of Total Quality

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