Principles of total quality:
Gespeichert in:
| Beteiligte Personen: | , , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Boca Raton, Fla.
St. Lucie Press
1998
|
| Ausgabe: | 2. ed. |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008027442&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XVI, 426 S. Ill., graph. Darst. |
| ISBN: | 1574440942 |
Internformat
MARC
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| 100 | 1 | |a Swift, J. A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Principles of total quality |c J. A. Swift ; Joel E. Ross ; Vincent K. Omachonu |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a Boca Raton, Fla. |b St. Lucie Press |c 1998 | |
| 300 | |a XVI, 426 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
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| 650 | 4 | |a Total quality management | |
| 650 | 4 | |a Quality control | |
| 650 | 4 | |a Quality control -- Standards | |
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| 700 | 1 | |a Omachonu, Vincent K. |e Verfasser |4 aut | |
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Datensatz im Suchindex
| _version_ | 1819384685692715008 |
|---|---|
| adam_text | CONTENTS
Preface xiii
About the Authors xv
PART I: MANAGEMENT OF TOTAL QUALITY l
1 Total Quality Management and the Revival of Quality
in the United States 3
The Concept of TQM 5
Antecedents of Modern Quality Management 6
The Quality Gurus 7
Accelerating Use of TQM 12
Quality and Business Performance 14
Service Quality vs. Product Quality 15
Exercises 17
Illustrative Case 18
Endnotes 18
References 22
2 Leadership 23
Attitude and Involvement of Top Management 26
Communication 27
Culture 30
Management Systems 34
Control 35
Exercises 37
Illustrative Cases 37
Endnotes 38
References 40
v
vi ¦ Principles of Total Quality
3 Information and Analysis 41
Organizational Implications 41
Strategic Information Systems 44
Shortcomings of Accounting Systems 46
Organizational Linkages 47
Advanced Processes/Systems 49
Information and the Customer 51
The Information Systems Specialists 52
Systems Design 53
Exercises 54
Illustrative Case 55
Endnotes 55
References 58
4 Strategic Quality Planning 59
Strategy and the Strategic Planning Process 60
Strategic Quality Management 61
Definition of Quality 67
Control 73
Service Quality 74
Summary 74
Exercises 75
Illustrative Cases 75
Endnotes 76
References 78
5 Human Resource Development and Management 79
Involvement: A Central Idea of Human Resource Utilization 80
Organizing for Involvement 82
Training and Development 83
Selection 85
Performance Appraisal 86
Compensation Systems 87
Total Quality Oriented Human Resource Management 89
Exercises 90
Illustrative Cases 90
Endnotes 91
References 92
6 Management of Process Quality 93
A Brief History of Quality Control 94
Product Inspection vs. Process Control 96
Moving from Inspection to Process Control 97
Statistical Quality Control 98
_____ Contents ¦ vii
Basic Approach to Statistical Quality Control 99
Manufacturing to Specification vs. Manufacturing to
Reduce Variations 100
Process Control in Service Industries 101
Process Control for Internal Services 102
Quality Function Deployment 103
Just in Time 108
Just in Time or Just in Case 109
The Human Side of Process Control 110
Exercises 111
Illustrative Cases 112
Endnotes 113
References 115
7 Customer Focus and Satisfaction 117
Process vs. Customer 119
Internal Customer Conflict 120
Defining Quality 121
A Quality Focus 121
The Driver of Customer Satisfaction 123
Getting Employee Input 124
Measurement of Customer Satisfaction 125
The Role of Marketing and Sales 126
The Sales Process 127
Service Quality and Customer Retention 128
Customer Retention and Profitability 129
Buyer Supplier Relationships 130
Exercises 132
Illustrative Cases 132
Endnotes 133
References 135
8 Benchmarking 137
The Evolution of Benchmarking 137
The Essence of Benchmarking 140
Benchmarking and the Bottom Line 140
The Benefits of Benchmarking 141
Strategic Benchmarking 142
Operational Benchmarking 144
The Benchmarking Process 145
Identify the Best in Class 148
Measure Your Own Performance 150
Actions to Close the Gap 150
Pitfalls of Benchmarking 152
viii ¦ Principles of Total Quality Exercises 153
Illustrative Case 153
Endnotes 154
References 155
9 Organizing for Total Quality Management 157
Organizing for TQM: The Systems Approach 158
Organizing for Quality Implementation 163
The People Dimension: Making the Transition from a
Traditional to a TQM Organization 166
Roles in Organizational Transition to TQM 169
Small Groups and Employee Involvement 171
Teams for TQM 172
Exercises 175
Illustrative Cases 176
Endnotes 177
References 180
10 Productivity and Quality 181
The Leverage of Productivity and Quality 183
Management Systems vs. Technology 183
Productivity in the United States 185
Measuring Productivity 187
Basic Measures of Productivity: Ratio of Output to Input 188
White Collar Productivity 190
Improving Productivity (and Quality) 192
Capital Equipment vs. Management Systems 196
Activity Analysis 197
Exercises 199
Illustrative Case 199
Endnotes 200
References 201
11 The Cost of Quality 203
Cost of Quality Defined 203
The Cost of Quality 204
Three Views of Quality Costs 205
Quality Costs 206
Measuring Quality Costs 209
The Use of Quality Cost Information 211
Accounting Systems and Quality Management 212
Activity Based Costing 213
Exercises 216
Endnotes 217
References 219
__^_ Contents ¦ ix
PART II: PROCESSES AND QUALITY TOOLS 221
12 The Concept of a Process 223
What Is a Process? 223
Examples of Processes 224
Types of Processes 226
The Total Process 227
Exercises 227
Endnotes 228
13 Data and Sampling 229
Introduction 229
Data 229
Sampling 234
Exercises 241
Endnotes 241
References 241
14 The Seven Basic Quality Control Tools 243
Background 243
Check Sheets 244
Flowcharts 247
Graphs 248
Histograms 252
Pareto Charts 253
Cause and Effect Diagrams 256
Scatter Diagrams 262
Control Charts 263
Exercises 264
Endnotes 266
References 267
15 Control Charts for Variables 269
Background 269
Use of Control Charts 269
Variables Control Charts 270
Application of Variables Control Charts 271
Examples of Variables Control Charts 274
Summary 282
Exercises 282
References 285
16 Control Charts for Attributes 287
Control Chart for Fraction Non Conforming (p Chart) 288
Control Chart for Number Non Conforming (np Chart) 292
x ¦ Principles of Total Quality
Control Chart for Non Conformities 296
Summary 301
Exercises 302
References 305
17 When to Use the Different Control Charts 307
Introduction 307
Example 1 307
Example 2 309
Example 3 309
Summary 310
Exercises 310
18 Quality Improvement Stories 313
What Is a Quality Improvement Story? 313
Step 1: Identify the Problem Area 315
Step 2: Observe and Identify Causes of the Problem 315
Step 3: Analyze, Identify, and Verify Root Cause(s)
of the Problem 316
Step 4: Plan and Implement Preventive Action 316
Step 5: Check Effectiveness of Action Taken 317
Step 6: Standardize Process Improvement 318
Step 7: Determine Future Action 318
Other Considerations 319
Exercises 320
References 320
19 Quality Function Deployment 321
History 321
What Is Quality Function Deployment 321
Benefits 324
Conclusion 326
Exercises 326
Endnotes 326
References 327
PART III: CRITERIA FOR QUALITY PROGRAMS 329
20 ISO 9000 331
ISO Around the World 332
ISO 9000 in the United States 333
ISO 9000 335
Benefits of ISO 9000 Certification 339
Getting Certified: The Third Party Audit 340
Documentation 341
Post Certification 342
Contents ¦ xi
Choosing an Accredited Registration Service 342
ISO 9000 and Services 343
The Cost of Certification 344
ISO 9000 vs. the Baldrige Award 344
Implementing the System 345
Final Comments 345
Exercises 346
Endnotes 346
References 348
21 What Is the Baldrige Award? 351
Endnotes 356
22 European Union Directives 359
EU Directives 360
Compliance with EU Directives 361
CE Conformity Marks 361
Cost of Non Conformance 362
Conclusion 362
Exercises 363
References 363
23 QS 9000 365
Historical Perspective 365
Basic QS 9000 365
Structure of QS 9000 366
Document Control and Registration 367
Summary 367
Exercises 367
References 368
24 ISO 14000 369
Components of ISO 14000 369
ISO 14001 371
Registration 372
Benefits 373
Exercises 373
References 373
PART IV: CASES in QUALITY 375
25 ISO 9000: A Practical Step by Step Approach 377
Preparing for ISO 9000 Registration 377
Pre Audit Conducted 380
Documenting Control Procedures and Work Activities 381
Implementing a Policies and Procedures Training Program 382
xii ¦ Principles of Total Quality
The Final Assessment 383
GSP s Recommendations for Achieving ISO 9000 384
26 Colony Fasteners 387
INDEX 415
|
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| illustrated | Illustrated |
| indexdate | 2024-12-20T10:20:29Z |
| institution | BVB |
| isbn | 1574440942 |
| language | English |
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| spellingShingle | Swift, J. A. Ross, Joel E. Omachonu, Vincent K. Principles of total quality Total quality management Quality control Quality control -- Standards Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | Principles of total quality |
| title_auth | Principles of total quality |
| title_exact_search | Principles of total quality |
| title_full | Principles of total quality J. A. Swift ; Joel E. Ross ; Vincent K. Omachonu |
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| title_full_unstemmed | Principles of total quality J. A. Swift ; Joel E. Ross ; Vincent K. Omachonu |
| title_short | Principles of total quality |
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| topic_facet | Total quality management Quality control Quality control -- Standards Qualitätsmanagement |
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