Book description
Managing Quality, Fifth Edition is an essential resource for students and practitioners alike.
This popular and highly successful introduction to Quality Management has been fully revised and updated to reflect recent developments in the field
Includes new chapters on Improvement Approaches, Six Sigma, and new challenges in Quality Management
Combines the latest information on the ISO 9000 quality management system series standards with up-to-date tools, techniques and quality systems
Material has been re-ordered and changes to terminology have been made to bring the book completely up to date
Provides a popular resource for students, academics, and business practitioners alike
Table of contents
- Copyright
- Standards
- Abbreviations
- Contributors
- Preface
-
1. The Development, Introduction and Sustaining of Total Quality Management (TQM)
-
1. TQM: An Overview
- 1.1. Introduction
-
1.2. What is Quality?
- 1.2.1. Qualitative
- 1.2.2. Quantitative
- 1.2.3. Uniformity of the product characteristics or delivery of a service around a nominal or target value
- 1.2.4. Conformance to agreed and fully understood requirements
- 1.2.5. Fitness for purpose/use
- 1.2.6. Satisfying customer expectations and understanding their needs and future requirements
-
1.3. Why is Quality Important?
- 1.3.1. Public perceptions of product and service quality
- 1.3.2. Views and roles of senior management
- 1.3.3. Quality is not negotiable
- 1.3.4. Quality is all-pervasive
- 1.3.5. Quality increases productivity
- 1.3.6. Quality leads to better performance in the marketplace
- 1.3.7. Quality means improved business performance
- 1.3.8. The cost of non-quality is high
- 1.3.9. Customer is king
- 1.3.10. Quality is a way of life
- 1.4. The Evolution of Quality Management
-
1.5. The Key Elements of TQM
- 1.5.1. Commitment and leadership of the chief executive officer
- 1.5.2. Planning and organization
- 1.5.3. Using tools and techniques
- 1.5.4. Education and training
- 1.5.5. Involvement
- 1.5.6. Teamwork
- 1.5.7. Measurement and feedback
- 1.5.8. Ensuring that the culture is conducive to continuous improvement activity
- 1.6. Summary: Developing TQM
- 2. The Role of Management in TQM
-
3. The Received Wisdom on TQM
- 3.1. Introduction
- 3.2. Crosby (1926–2001)
- 3.3. Deming (1900–1993)
- 3.4. Feigenbaum (b. 1922)
- 3.5. Juran (b. 1904)
- 3.6. Are the Approaches of these Gurus Different?
- 3.7. Imai (b. 1930)
- 3.8. Ishikawa (1915–1989)
- 3.9. Shingo (1909–1990)
- 3.10. Taguchi (b. 1924)
- 3.11. Japanese-Style Total Quality
- 3.12. Summary
- 4. The Introduction of TQM
- 5. A Framework for the Introduction of TQM
- 6. Levels of TQM Adoption
- 7. Sustaining TQM
-
1. TQM: An Overview
-
2. The Business Context of TQM
-
8. Policy Deployment
- 8.1. Introduction
- 8.2. Definitions: Policy Deployment
- 8.3. What is Policy Deployment?
- 8.4. What Policy Deployment is Not
- 8.5. The Policy Deployment Process
- 8.6. A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment
- 8.7. Summary
- 9. Quality Costing
-
10. Managing People
- 10.1. Introduction
- 10.2. QM: The HR Concerns
- 10.3. The Two Sides of QM
- 10.4. QM and the Management of People
- 10.5. HR Policies and Practices
- 10.6. Employee Involvement
- 10.7. Organizational Culture
- 10.8. Diversity
- 10.9. Training and Education
- 10.10. Selection
- 10.11. Appraisal
- 10.12. Pay
- 10.13. Employee Well-Being
- 10.14. Industrial Relations
- 10.15. Employment Security
- 10.16. Integration
- 10.17. Summary
-
11. Managing Service Quality
- 11.1. Introduction
- 11.2. The Service Environment
-
11.3. Defining Service Quality
-
11.3.1.
- 11.3.1.1. Gap 1. Consumer expectations-management perceptions of consumer expectations
- 11.3.1.2. Gap 2. Management perceptions of consumer expectations-service quality specifications actually set
- 11.3.1.3. Gap 3. Service quality specifications-actual service delivery
- 11.3.1.4. Gap 4. Actual service delivery–external communications about the service
- 11.3.2. Dimensions of service
- 11.3.3. Zones of tolerance
- 11.3.4. Measurement of service quality
-
11.3.1.
- 11.4. The Role of Personnel in Service Delivery
- 11.5. Service Delivery
- 11.6. Summary
- 12. Supplier Development
-
8. Policy Deployment
-
3. Quality Management Systems, Tools and Techniques
-
13. Quality Management Systems
- 13.1. Introduction
- 13.2. What is Quality Assurance?
- 13.3. What is a Quality Management System?
- 13.4. The Development of Quality Management System Standards
- 13.5. The ISO 9000 Series of Standards: An Overview
- 13.6. Implementation Guidelines for ISO 9001
- 13.7. Quality Management System Assessment and Registration
- 13.8. ISO 9000 Series Registration: A Model for Small Companies
- 13.9. Benefits and Limitations of the ISO 9000 Series of Standards
- 13.10. Summary
-
14. Integrated Management Systems
- 14.1. Introduction
- 14.2. The Case for Integration and Some of the Problems
- 14.3. The ISO 9001/ISO 14001 Matrix
- 14.4. Interlinked Systems
- 14.5. The EFQM Model
- 14.6. A Comparative Analysis of the Current Integration Models
- 14.7. The Key Integration Issues
- 14.8. An Integrated Management Systems Model
- 14.9. Summary
-
15. Tools and Techniques: An Overview
- 15.1. Introduction
- 15.2. Selecting Tools and Techniques
- 15.3. Difficulties and Issues Relating to the Use of Tools and Techniques
- 15.4. Problem-Solving Methodology
- 15.5. Checklists
- 15.6. Flowcharts
- 15.7. Checksheets
- 15.8. Tally Charts and Histograms
- 15.9. Graphs
- 15.10. Pareto Analysis
- 15.11. Cause-and-Effect Diagrams
- 15.12. Brainstorming
- 15.13. Scatter Diagrams and Regression Analysis
-
15.14. The Seven Management Tools
- 15.14.1. Relations diagram method (relationship diagraph or linkage diagram)
- 15.14.2. Affinity diagram method (KJ – kawakita jiro – method)
- 15.14.3. Systematic diagram method (tree diagram)
- 15.14.4. Matrix diagram method
- 15.14.5. Matrix data-analysis method
- 15.14.6. Process decision programme chart (PDPC) method
- 15.14.7. Arrow diagram method
- 15.15. Housekeeping
- 15.16. Departmental Purpose Analysis
- 15.17. Mistake-Proofing
- 15.18. Total Productive Maintenance
- 15.19. Summary
-
16. Quality Function Deployment
- 16.1. Introduction
- 16.2. Understanding Customer Needs
-
16.3. The QFD Road: The Main Steps
-
16.3.1. Stage 1: Product planning
- 16.3.1.1. The project
- 16.3.1.2. Customer needs
- 16.3.1.3. Customer priorities and competitive comparisons and planned improvements
- 16.3.1.4. Design features or requirements
- 16.3.1.5. The central relationship matrix: the whats vs. the hows
- 16.3.1.6. Relative weights of importance
- 16.3.1.7. Design feature interactions: the hows vs. the hows
- 16.3.1.8. Target values
- 16.3.1.9. Technical comparisons
- 16.3.1.10. Service information and special requirements
-
16.3.1. Stage 1: Product planning
- 16.4. Deploying Customer Needs into Product and Process Definition
- 16.5. The Benefits of the Four-Stage Approach
- 16.6. QFD and the Service Sector
- 16.7. Difficulties Associated with QFD
- 16.8. Implementation of QFD
- 16.9. Summary
-
17. Design of Experiments
- 17.1. Introduction
- 17.2. Methods of Experimentation
- 17.3. Taguchi: An Overview of his Approach
- 17.4. Achieving Robust Design: An Example from Tile Manufacturing
-
17.5. Steps in Experimental Design
- 17.5.1. Step 1: Define the project objectives
- 17.5.2. Step 2: Select critical characteristics
- 17.5.3. Step 3: Determine the issues that affect the critical characteristics
- 17.5.4. Step 4: Identify control factors and noise factors
- 17.5.5. Step 5: Select the control factors to be optimized during the experiment
- 17.5.6. Step 6: Choose the orthogonal array and assign factors to columns in the array
- 17.5.7. Step 7: Choose the levels of the control factors
- 17.5.8. Step 8: Choose sample size
- 17.5.9. Step 9: Organize the experiment and carry it out
- 17.5.10. Step 10: Analysing the data
- 17.5.11. Step 11: Predicting the result of the confirmation run
- 17.5.12. Step 12: Interpreting the confirmation run and deciding if the project is finished
- 17.6. Summary
-
18. Failure Mode and Effects Analysis
- 18.1. Introduction
- 18.2. What is Failure Mode and Effects Analysis?
- 18.3. Development of a Design FMEA
- 18.4. Development of a Process FMEA
- 18.5. Analysis of Failure Data
- 18.6. Recommended Actions for Design and Process FMEA
- 18.7. Background to the Use of FMEA at Allied Signal Automotive
- 18.8. Developing the Use of FMEA at Allied Signal Automotive
- 18.9. Summary
-
19. Statistical Process Control
- 19.1. Introduction
- 19.2. What is Statistical Process Control?
- 19.3. The Development of Statistical Process Control
- 19.4. Some Basic Statistics: Averages and Measures of Dispersion
- 19.5. Variation and Process Improvement
- 19.6. Variable and Attribute Data
- 19.7. Data-Collection
- 19.8. Construction of Control Charts Using Variables Data
- 19.9. Interpreting a Variables Control Chart
- 19.10. Construction of Control Charts Using Attribute Data
- 19.11. Construction and Interpretation of Control Charts: Dos and Don'ts
- 19.12. Process Capability
- 19.13. Implementation of SPC
- 19.14. Difficulties Experienced in Introducing and Applying SPC
- 19.15. Summary
- 20. Six Sigma
- 21. Benchmarking
- 22. Business Process Re-engineering
- 23. Teams and Teamwork
- 24. Self-Assessment, Models and Quality Awards
-
25. Improvement Approaches
- 25.1. Introduction
- 25.2. Five Modern Improvement Approaches
- 25.3. Approaches: Systematically Defined
- 25.4. Approach 1: Total Quality Management
- 25.5. Approach 2: Total Productive Maintenance
- 25.6. Approach 3: Lean Manufacturing
- 25.7. Approach 4: Business Process Re-engineering
- 25.8. Approach 5: Six Sigma
- 25.9. Analysis of the Approaches
- 25.10. Managerial Implications: Which Improvement Approach is Best?
- 25.11. Summary
-
13. Quality Management Systems
- 4. TQM through Continuous Improvement
Product information
- Title: Managing Quality
- Author(s):
- Release date: November 2007
- Publisher(s): Wiley
- ISBN: 9781405142793
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