The Quality Improvement Handbook: Team Guide to Tools and Techniques, 1st Edition (Hardback) book cover

The Quality Improvement Handbook

Team Guide to Tools and Techniques, 1st Edition

By Roger Swanson

CRC Press

288 pages

Purchasing Options:$ = USD
Hardback: 9781884015595
pub: 1995-05-01
SAVE ~$29.00

FREE Standard Shipping!


This valuable new book provides quality improvement teams, and their leaders, with a comprehensive set of tools and techniques to solve problems and improve processes in their organizations. The book offers experienced teams instruction on more advanced, less frequently used tools as well as provides detailed guidelines on the basic tools for newly formed teams.

The seven quality tools, seven management tools, and an additional 20 tools and techniques have also been incorporated into this title. Both the service and manufacturing industries and environments will find the applications useful. Each tool and technique includes sections that describe the tool, key points in using it, typical applications, an example, and steps in using the tool.

Table of Contents

Chapter One: Introduction

Quality and Its Prerequisites

About This Book

What This Book Is Not

Caution on "Toolbox TQM"

Chapter Two: Work as a Process

Work: A Series of Activities

Functional versus Process Orientation

Barriers to Change: Structural Factors

Process Classifications

Process Identification and Selection

Process Identification for Work Units

Chapter Three: Measures of Effectiveness

The Effectiveness Equation

Measuring Customer Satisfaction and Loyalty

Family of Measures

Data Types

Data Validity, Reliability, and Bias

Chapter Four: Quality Improvement Model

The Eight-Step Model

Step 1: Select Improvement Opportunity

Step 2: Analyze Current Situation

Step 3: Identify Root Causes

Step 4: Select and Plan Solution

Step 5: Implement Pilot Solution

Step 6: Monitor Results and Evaluate Solution

Step 7 Standardize

Step 8: Recycle

Quality Improvement Tools and Techniques Matrix

Chapter Five: Idea Generation



Crawford Slip Method

Chapter Six: Consensus

Affinity Diagram

Balance Sheet

Criteria Rating Form

Is/Is Not Stratification

List Reduction

Paired Comparisons

Weighted Voting

Chapter Seven: Process Definition


Process Analysis Worksheet

Tree Diagram

Chapter Eight: Collecting Data

Check Sheets

Focus Groups



Chapter Nine: Analyzing Cause and Effect

Cause-and-Effect Diagram

Five Whys

Interrelationship Digraph

Chapter Ten: Analyzing and Displaying Data

Charts (Bar, Pie, Run, and Spider)

Force Field Analysis


Matrix Diagram

Pareto Chart

Prioritization Matrix

Scatter Diagram

Statistical Process Control: Control Charts

Statistical Process Control: Process Capability

Chapter Eleven: Planning Tools

Activity Network Diagrams

Gantt Chart

Process Decision Program Chart


Tree Diagram

Chapter Twelve: Meeting Management Tools

Agendas/Meeting Minutes

Plus/Delta (+/D) Evaluation

Chapter Thirteen: Benchmarking

Chapter Fourteen: Questionnaires

Chapter Fifteen: Video One Case Study

Industry Background

Video One

Video One's First Operations Review

Selecting an Improvement Opportunity

Analyzing Current Activity

Identify Root Causes

Select and Plan Solution

During Implementation

Appendix A: Glossary

Appendix B: References and Resources


Subject Categories

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