Principles of total quality:
Gespeichert in:
| Vorheriger Titel: | Swift, J. A., Ross, Joel E., Omachonu, Vincent K. Principles of total quality |
|---|---|
| Beteiligte Personen: | , |
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Boca Raton [u.a.]
CRC Press
2004
|
| Ausgabe: | 3. ed. |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021193680&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XVIII, 493 S. |
| ISBN: | 1574443267 |
Internformat
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Datensatz im Suchindex
| _version_ | 1819365995861508096 |
|---|---|
| adam_text | TABLE OF CONTENTS
SECTION I MANAGEMENT OF TOTAL QUALITY
1 Total Quality Management and the Revival of Quality
intheU.S 3
The Concept of TQM 5
Antecedents of Modern Quality Management 6
The Quality Pioneers 7
Accelerating Use of TQM 12
Quality and Business Performance 13
Service Quality vs. Product Quality 15
Exercises 17
Illustrative Case 18
Questions 18
Endnotes 18
References 21
2 Leadership 23
Attitude and Involvement of Top Management 26
Communication 27
How Employees Receive Information 27
Culture 30
Embedding a Culture of Quality 32
Management Systems 33
Control 35
Exercises 37
Illustrative Cases 37
Questions 38
Endnotes 38
References 40
iii
iv ¦ Principles of Total Quality, Third Edition 3 Information and Analysis 41
Organizational Implications 41
Information Technology 42
Decision Making 43
Information Systems in Japan 43
Strategic Information Systems 44
Environmental Analysis 45
Shortcomings of Accounting Systems 45
Organizational Linkages 47
White-Collar Measures 49
Advanced Processes/Systems 49
Information and the Customer 51
Information Needs 51
The Information Systems Specialists 52
The Chief Information Officer 52
Systems Design 53
Exercises 54
Illustrative Case 54
Questions 55
Endnotes 55
References 57
4 Strategic Quality Planning 59
Strategy and the Strategic Planning Process 60
Strategic Quality Management 62
Mission 63
Environment 65
Product/Market Scope 65
Differentiation 67
Definition of Quality 68
Which Approach(es)? 69
Market Segmentation (Niche) Quality 70
Objectives 70
Supporting Policies 72
Testing for Consistency of Policies 73
Control 73
Service Quality 74
Summary 75
Exercises 75
Illustrative Cases 76
Questions 76
Endnotes 77
References 79
5 Human Resource Development and Quality Management ...81
Involvement: A Central Idea of Human Resource Utilization 83
Organizing for Involvement 84
j
Table of Contents ¦ v
Training and Development 86
Selection 87
Performance Appraisal 88
Compensation Systems 89
Individual or Team Compensation? 90
Summary 91
Total Quality Oriented Human Resource Management 91
Exercises 92
Illustrative Cases 93
Question 93
Endnotes 94
References 95
6 Management of Process Quality 97
A Brief History of Quality Control 98
Product Inspection vs. Process Control 100
Moving from Inspection to Process Control 101
Statistical Quality Control 102
Basic Approach to Statistical Quality Control 103
The Deming Cycle 103
Manufacturing to Specification vs. Manufacturing to Reduce Variations 104
Process Control in Service Industries 105
Customer Defections: The Measure of Service Process Quality 105
Process Control for Internal Services 106
Quality Function Deployment 107
Just-in-Time (JIT) 110
Just-in-Time or Just-in-Case 112
Benefits of JIT 113
The Human Side of Process Control 114
Exercises 115
Illustrative Cases 115
Question 116
Endnotes 116
References 119
7 Customer Focus and Satisfaction 121
Process vs. Customer 123
Internal Customer Conflict 124
Defining Quality 125
A Quality Focus 125
Break Points 126
A Central Theme 127
The Driver of Customer Satisfaction 127
Getting Employee Input 128
Measurement of Customer Satisfaction 129
The Role of Marketing and Sales 130
The Sales Process 131
vi ¦ Principles of Total Quality, Third Edition Service Quality and Customer Retention 131
Customer Retention and Profitability 132
Buyer-Supplier Relationships 133
Exercises 135
Illustrative Cases 136
Questions 136
Endnotes 137
References 139
8 Benchmarking 141
The Evolution of Benchmarking 141
Xerox 142
Ford 143
Motorola 143
The Essence of Benchmarking 144
Benchmarking and the Bottom Line 144
The Benefits of Benchmarking 145
Cultural Change 145
Performance Improvement 145
Human Resources 145
Strategic Benchmarking 146
Operational Benchmarking 148
The Benchmarking Process 149
Determine the Functions/Processes to Benchmark 149
Select Key Performance Variables 149
Identify the Best-in-Class 151
Measure Your Own Performance 154
Actions to Close the Gap 154
Pitfalls of Benchmarking 154
Exercises 155
Illustrative Case 156
Questions 156
Endnotes 157
References 158
9 Organizing for Total Quality Management 159
Organizing for TQM: The Systems Approach 160
Organizing for Quality Implementation 165
The People Dimension: Making the Transition from a Traditional to a TQM
Organization 168
The Inverted Organizational Chart 169
Internal Quality 169
Roles in Organizational Transition to TQM 171
Small Groups and Employee Involvement 172
Teams for TQM 174
Quality Circles 174
Cross-Functional Teams 175
I
Table of Contents ¦ vii
Exercises 177
Illustrative Cases 177
Question 177
Endnotes 178
References 181
10 Quality and Productivity 183
The Leverage of Productivity and Quality 185
Management Systems vs. Technology 185
Productivity in the United States 187
Reasons for Slow Growth 187
Measuring Productivity 189
Basic Measures of Productivity: Ratio of Output to Input 189
Total Productivity Measurement Model (TPM) 190
White-Collar Productivity 192
Measuring the Service Activity 192
Improving Productivity (and Quality) 193
Five Ways to Improve Productivity (and Quality) 195
Examples of Increasing Productivity While Improving Quality 196
Capital Equipment vs. Management Systems 197
Activity Analysis 198
Exercises 200
Illustrative Case 200
Question 201
Endnotes 201
References 203
11 The Cost of Quality 205
Cost of Quality Denned 205
The Cost of Quality 206
Three Views of Quality Costs 207
Quality Costs 208
Measuring Quality Costs 211
The Use of Quality Cost Information 213
Accounting Systems and Quality Management 214
Activity-Based Costing 214
The Multiproduct Problem 216
Strategic Planning and Activity-Based Costing 217
Summary 218
Exercises 218
Endnotes 218
References 221
SECTION H PROCESSES AND QUALITY TOOLS
12 The Concept of a Process 225
What is a Process? 225
viii ¦ Principles of Total Quality, Third Edition
Examples of Processes 226
Types of Processes 228
The Total Process 228
The Feedback Loop 229
Exercises 229
References 230
13 Understanding Data 231
Introduction 231
Data and Information 231
The Concept of a Dashboard 232
Significance of Data 232
Deciding What to Measure 233
Questions to Ask Prior to Data Collection 233
Data Collection Methods 233
Types of Data 234
Data Reliability 235
Stratification 235
How to Present/Describe Data 237
Visual Description: Tabular Displays 237
Visual Description: Graphical Displays 237
Numerical Description 238
Sampling 241
Basic Definitions 241
Types of Sampling 242
Sampling Error 246
Summary 247
Exercises 248
Endnotes 248
References 248
14 The Seven Basic Quality Control Tools 251
Background 251
Check Sheets 252
Defect-Location Check Sheets 253
Tally Check Sheet 253
Defect-Cause Check Sheet 254
Flowcharts 256
Graphs 256
Line Graph 256
Bar Graphs 257
Circle Graph 259
Histograms 260
Pareto Charts 260
Cause-and-Effect Diagrams 262
Dispersion Analysis Cause-and-Effect Diagram 265
Production Process Classification Cause-and-Effect Diagram 265
Table of Contents ¦ ix
: Cause Enumeration Cause-and-Effect Diagram 269
Scatter Diagrams 269
Control Charts 269
Exercises 271
Endnotes 273
References 273
15 Control Charts for Variables 275
Background 275
Uses of Control Charts 275
Variables Control Charts 276
Applications of Variables Control Charts 277
Preparing to Use Variables Control Charts 277
Problem Definition 278
Choice of Quality Characteristic 278
Size and Number of Samples 278
Sampling Frequency 279
Rational Subgroups 279
Choice of Control Limits 279
Collecting the Samples 279
Examples of Variables Control Charts 280
Example 1: X and R Charts 280
Example 2: X and S Charts 282
Example 3: X and MR Charts 284
Interpreting Control Charts 287
Summary 290 ~~
Exercises 290
Questions 290
Problems 290
References 292
Appendix A 294
16 Control Charts for Attributes 295
Control Chart for Fraction Non-Conforming (p Chart) 296
Example 1 297
Example 2 300
Control Chart for Number Non-Conforming (np Chart) 301
Example 3 302
Control Chart for Non-Conformities 304
c Chart 304
Example 4 305
u Chart 306
Example 5 307
Summary 309
Exercises 309
Questions 309
Problems 310
x ¦ Principles of Total Quality, Third Edition References 312
17 When to Use the Different Control Charts 313
Introduction 313
Example 1 313
Solution 315
Example 2 315
Solution 315
Example 3 315
Solution 315
Summary 315
Exercises 316
18 Quality Improvement Stories 319
What Is a Quality Improvement Story? 319
Step 1: Identify the Problem Area 321
Step 2: Observe and Identify Causes of the Problem 321
Step 3: Analyze, Identify, and Verify Root Cause(s) of the Problem 321
Step 4: Plan and Implement Preventive Action 322
Purpose 322
Step 5: Check Effectiveness of Action Taken 323
Step 6: Standardize Process Improvement 323
Step 7: Determine Future Action 324
Other Considerations 324
Time Frame 324
Quality Improvement Story Requirements 324
QI Story Line 326
Data Collection 328
What Data Will the Team Need? 328
Exercises 329
References 329
19 Quality Function Deployment 331
History 331
What Is Quality Function Deployment? 331
Voice of the Customer 335
A Case Study 335
Customer Requirements 336
Technical Requirement 337
Strength of Relationships 337
The Vertical Entries 338
1. Importance Rating 338
2. Surveying Company 338
3. Chief Competitor 338
4. Plan 339
5. Rate of Improvement 339
6. Absolute Weight 339
7. Demanded Weight 339
Table of Contents ¦ xi
Competitive Technical Assessment 340
1. Total 340
2. Percentage (%) 340
3. Company Now 340
4. Chief Competitor 341
5. Plan 341
Benefits 341
Conclusion 342
Exercises 342
Endnotes 342
References 343
SECTION m CRITERIA FOR QUALITY PROGRAMS
20 ISO 9000 347
ISO around the World 347
ISO 9000 in the U.S. 349
ISO 9000 351
Components of ISO 9000 Standard Series 352
Historical Perspectives 352
Management Responsibility 353
Functional Standards 355
Benefits of ISO 9000 Certification 355
Getting Certified: The Third-Party Audit 356
Documentation 356
Post-Certification 357
Choosing an Accredited Registration Service 358
ISO 9000 and Services 358
The Cost of Certification 359
ISO 9000 vs. the Baldrige Award 359
Implementing the System 360
Final Comments 360
Exercises 361
Endnotes 361
References 363
21 The Baldrige Award 365
Endnotes 370
22 QS-9000 371
Historical Perspective 371
Basic QS-9000 371
Structure of QS-9000 372
Document Control and- Registration 372
Summary 373
Exercises 373
References 373
xii ¦ Principles of Total Quality, Third Edition
23 ISO 14000 375
Components of ISO 14000 375
ISO 14001 377
Registration 378
Benefits 378
Exercises 379
References 379
24 ISO 9000: A Practical Step-by-Step Approach 381
Preparing for ISO 9000 Registration 381
Pre-Audit Conducted 384
Documenting Control Procedures and Work Activities 385
Implementing a Policies and Procedures Training Program 386
The Final Assessment 386
GSP s Recommendations for Achieving ISO 9000 387
Exercises 388
SECTION IV SPECIAL TOPICS IN QUALITY
25 Process Capability 393
Introduction 393
Attribute Process Capability 394
Variable Process Capability 395
Tolerance and Specifications 396
Capability Indexes 399
Shortcomings of Cp 400
Comments Concerning Cp and Cpk 401
Process Capability Based on Range (R) Values 402
Process Capability Based on Standard Deviation (s) values 402
Colony Fasteners 403
Design and Introduction of Products and Services 405
How Products and Delivery Processes are Designed 405
Translation of Customer Requirements 405
Requirements Translated into Processes 407
How All Requirements Are Addressed Early in the Design
Cycle 408
How Processes Are Reviewed Prior to Launch 408
How Processes Are Evaluated and Improved 409
Process Management: Product and Service Production and Delivery 410
How the Company Maintains Performance Production 410
Key Processes 410
Measurement Plan 413
How Processes Are Improved 414
Process Analysis and Research 414
Benchmarking 415
Use of Alternative Technology 415
Information from Customers 415
!
Table of Contents ¦ xiii
Process Management: Support Services 416
How Support Service Processes Are Designed 416
How Key Requirements Are Determined 416
How Requirements Are Translated into Processes 417
Requirement Addressed Early in the Design 418
How the Company Maintains Performance 419
Key Processes and Requirements 419
The Measurement Plan 421
How Processes Are Improved 421
Process Analysis and Research 421
Benchmarking 421
Use of Alternative Technology 422
Information from Customers 422
Management of Supplier Performance 423
Summary of Company Requirements 424
Principal Requirements for Key Suppliers 424
How the Company Determines Performance 425
How Performance Is Fed Back 425
How the Company Improves Supplier Performance 426
Improve Suppliers Abilities 426
Improve Procurement 426
Minimize Costs of Inspection 427
Exercises 427
Endnotes 429
References 429
26 Introduction to Reliability 431
Introduction 431
Reliability 432
Why the Emphasis on Reliability? 433
Product Life Cycle Curve 433
Causes of Product Unreliability 434
Measures of Reliability 435
Failure Rate, Mean Life, and Availability 435
System Reliability 438
Implications for Design 440
Exercises 440
Questions 440
Problems 441
Endnotes 442
References 442
27 Introduction to Six Sigma 443
The History of Six Sigma 445
The Six Sigma Concept 446
Define Phase 446
Measure Phase 446
xiv ¦ Principles of Total Quality, Third Edition Analyze Phase 446
Improve Phase 446
Control Phase 447
Six Sigma Features 447
Customer-Focused 447
Benefits of Six Sigma 447
Exercises 448
Endnotes 448
References 449
28 Healthcare Service Excellence 451
Service Is the Competitive Edge 451
Implications for a Hospital 454
Why Customer Service in Healthcare? 454
What s In It for the Employee? 454
What s In It for the Organization? 455
What s In It for the Community? 455
The Healthcare Customer 456
Who Is a Customer? 456
Understanding the Healthcare Customer 458
How to Use Customer Profiles 458
Patient Profiling 459
Service Design 460
The Find It, Fix It Approach to Medicine 460
Some Suggestions on How to Handle the Disease
and the Person 461
Quality of Conformance 462
Two Components of Quality 463
Theories of Service Quality 464
How a Patient s Expectations Are Formed 467
The Art of Caring 469
The Quality of Behavior 469
Behavior 469
Attitudes 471
Reports from Healthcare Surveys 471
Moving toward a Total Service Quality Management Process 471
Critical Factors in TSQM 472
Marketing Research 472
The Dimensions of Quality in Healthcare 473
Summary 474
Exercises 475
Endnotes 475
References 476
Index 479
|
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| title | Principles of total quality |
| title_auth | Principles of total quality |
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| title_full | Principles of total quality Vincent K. Omachonu ; Joel E. Ross |
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