1st Edition

The Quality Improvement Handbook Team Guide to Tools and Techniques

By Roger Swanson Copyright 1995
    284 Pages
    by CRC Press

    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.

    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


    Roger Swanson