Abstract
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.