The Executive Guide to Implementing Quality Systems: 1st Edition (Paperback) book cover

The Executive Guide to Implementing Quality Systems

1st Edition

By Peter Mears, Frank Voehl

CRC Press

230 pages

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Paperback: 9781884015533
pub: 1995-08-01
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Presenting an unusual and unique system for Continuous Quality Improvement (CQI), this new book is geared for executives who want or need to support quality improvement in their organizations. It is the contributions made by CEO's and upper management that moves the quality process forward, and because of this structure, The Executive Guide to Implementing Quality focuses on the concepts, thinking, and systems necessary for management to operationalize the CQI philosophy.

Because quality is not a management problem but rather a problem that involves and requires all people working together at all levels to participate and cooperate, management must engage the organization in the processes that will improve the quality of their goods or services. It is, however, management's job to lead, organize, structure, motivate, and involve the organization in those strategies and systems that will ensure quality improvement. This book explains how to do that.

Readers are given a series of exercises and explanations that will help them master the skills and understanding required to identify the management systems they need to support their quality improvement. After reading about a concept, they are asked to contribute to exercises designed to inspire creative and innovative thinking and the exploration of multi-functional options. And because it is the job of management to initiate the quality movement, this book shows how to change defensive thoughts like "that won't work for me" into "what is there that will work here."

In addition to showing management how to take the lead in installing CQI in their organization, it also shows how to install the concepts through leadership teams, how to bring out the best in people, how to get top performance from employees and become a world-class organization, and how to reinforce the behaviors necessary to achieve the visions and goals of the organization. This workbook is an easy-and-quick-to-use guide that shows how to identify the support systems that generate desirable outcomes and reinforces them through positive actions.

Table of Contents

Leadership and Continuous Quality Improvement (CQI)

Introduction to Leadership

Exercise 1: Profile of a Leader

Exercise 2: CEO's Role

Exercise 3: Facilitator's Role

Creating a Sense of Urgency

Exercise 4: Creating a Sense of Urgency

Establishing Direction

Exercise 5: AT&T's Vision

Exercise 6: The Reporter

Exercise 7: The Pesky Reporter

Supporting Strategies and Guiding Principles

Exercise 8: Developing Objectives and Strategies

Overview of Successful Quality Councils

Standardized Inputs

Exercise 9: It's a Good Idea, Just Do It

Roles of a Successful Quality Council

Personal Commitment

Exercise 10: Strategies for Personal Commitment

Sponsoring Teams and Providing Resources

Exercise 11: Strategies for Sponsoring Teams and Providing Resources

Exercise 12: Coaching and Communicating

Exercise 13: Quality Indicators

Exercise 14: Tackling Quality Problems

Personal Quality Checklist

Exercise 15: Your Own Quality Improvement Checklist

Recognition and Rewards

Exercise 16: Developing a Recognition and Rewards Program

Reporting and Evaluating Quality Results

Exercise 17: Reporting Key Quality Factors

Performance Evaluations: Overview

Exercise 18: Task-based Performance Evaluations

Exercise 19: Employee Performance Evaluations

Factors in Executive Performance

Exercise 20: Executive Performance Evaluations

Empowerment, Engagement, and Encouragement

Exercise 21: Building an Empowerment Strategy

Exercise 22: Empowerment Application

Exercise 23: It Wasn't My Fault, Officer

Understanding the Consumer

Internal and External Customers

Exercise 24: Involving Support Departments

Implementing a Consumer-Focused Measuring System

Survey Development

Exercise 25: Creating Your Measurement System Strategy

Exercise 26: Your Perception of Quality

Exercise 27: Measuring Perceptions

Defining Consumer Quality

A Model for Improving Quality

Exercise 28; Defining Consumer Quality

Improving Services

Types of Service Gaps

Service Improvement Ideas

Exercise 29: Developing CQI for Service Departments

Exercise 30: Closing Service Gaps

Exercise 31: No, That's Not True

Exercise 32: The Dreamer

Quality Systems: ISO and Baldrige

Using the Baldrige Criteria

Exercise 33: The Baldrige Consultant

Exercise 34: Can We Use Any of the Baldrige Criteria?

What Are the ISO Standards?


ISO Registration

Who Does What In ISO?

Do We Need ISO?


Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Management Science
BUSINESS & ECONOMICS / Quality Control