book

Total Quality Management, 2nd Edition

by Poornima M. Charantimath

January 2011

Intermediate to advanced

608 pages

19h 53m

English

Pearson India

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IntroductionDefinitions of QualityGarvin's Approaches to Defining QualityQuality ManagementImportant Quality TermsImportance of QualityQuality and ProfitTypes of QualityThree Levels of QualityThe Five Paradigms of QualityDimensions of Product QualityDimensions of Service QualityOld Quality versus New QualityCost of Quality (COQ)Quality Cost IndicesSummaryKey TermsCase StudyExercisesShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionWalter ShewartW. Edwards DemingJoseph JuranArmand FeigenbaumPhilip CrosbyKaoru IshikawaGenichi TaguchiQuality CharacteristicDr Shingo ShigeoMasaaki ImaiSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects

IntroductionDefinitions of TQMThe Total Quality SystemThe Evolution of TQM—From Inspection to Total Quality ManagementSeven Phases in the Development of TQMPrinciples of Total Quality ManagementThe Key Elements of TQMCore Concepts of TQMTotal Quality Management Excellence Model (TQMEX)Traditional Organization versus TQM OrganizationCommon Barriers to the Implementation and Development of a TQM ProgrammePrerequisites for TQMTQM ImplementationBenefits of TQMSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionDefining LeadershipQuality LeadershipLeadership FunctionsVisionary LeadershipSix Natural Levels of Leadership CompetenciesCorporate Social ResponsibilityStrategic Quality ManagementBalanced ScorecardQuality CultureChange Management: Leading the Change to Quality CultureSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionJapan's Deming PrizeMalcolm Baldrige National Quality Award (MBNQA)IMC Ramakrishna Bajaj National Quality Award (IMC RBNQA)The European Quality AwardCII-EXIM Bank Award for ExcellenceMaturity ModelsCapability Maturity Model Integration (CMMI)SummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionVariationProbability DistributionsMeasurement System Analysis (MSA)Process CapabilitySamplingQuality AssuranceSummaryKey TermsCase StudyExercisesShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionKey Six Sigma ConceptsThe Six Sigma Quality LevelSix Sigma versus Three SigmaShifts and its RoleDefects Per Million Opportunities (DPMO)Six Sigma StrategyImplementing Six SigmaDefine, Measure, Analyse, Improve and Control (DMAIC)Define, Measure, Analyse, Design and Verify (DMADV)Six Sigma Training ProgrammesSummaryKey TermsCase StudyShort-answer QuestionsMultiple-choice QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionThe Pareto ChartCause-and-effect DiagramCheck SheetHistogramScatter DiagramControl ChartsGraphsApplications of the Seven Quality Control Tools in Six SigmaThe Seven New Management and Planning ToolsSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionConcepts of KaizenLeanWhat is the 5 S?Kaizen versus InnovationCompany-Wide Quality Control (CWQC)Kaizen—The PracticeQuality Function Deployment (QFD)Quality Control Circles (QCC)The Suggestion SystemPoka-yokeQuality of Work LifeSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionInvention and InnovationCreativityBrainstormingInnovationThe Theory of Inventive Problem Solving (Teorija Rezbenija Izobretatelashib Zadach, TRIZ)Value Analysis/Value EngineeringSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionBenchmarking: What Is It?An Overview of BenchmarkingThe Evolution of BenchmarkingAdvantages of BenchmarkingTypes of BenchmarkingDesigning the Benchmarking ProcessPrerequisites for BenchmarkingSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProject
IntroductionWhen Is BPR Used?Key Concepts of BPRThe 3 R's of Re-engineeringEmergence of BPRRequirements of the Re-engineering ProcessRules of BPRBenefits of BPRBusiness Process Re-engineering MethodologiesConsolidated MethodologyImplementation of BPRRe-engineering in the Service and Manufacturing IndustryRe-engineering StructureLimitations and Issues in BPRThe Relationship between BPR and TQMSummaryKey TermsCase StudyDiscussion QuestionsShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionDesigning Processes for QualityProcess MappingThe BPM Implementation FrameworkSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProject
ReliabilityFailure Mode and Effect Analysis (FMEA)Total Productive Maintenance (TPM)Eight Pillars of TPMSummaryKey TermsCase StudyExerciseShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionWho Is a “Customer”?Customer Perceptions of QualityNeed for Customer FocusBuyer-Supplier RelationshipsCustomer Relationship Management (CRM)CRM DefinedEmergence of CRMSchools of Thought on CRMPurpose/Objectives of CRMComponents of CRMThe Ladder of LoyaltyLevels of Relationship Strategies for Bonding Customer RelationshipCustomer DefectionsCustomer Retention ProgrammesEconomics of Customer Relationship ManagementCreating Relationship Value (Lifetime Value of Customers)Customer Acquisition and SegmentationFramework for Building CRM StrategyTen Tips to Build Customer LoyaltyModels of CRMCRM in B2B and B2C ContextCRM ScorecardsRole of IT in CRMDifferent Levels of e-CRMCRM FutureSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionService Industry and QualityValue in the Service IndustryClassification of ServicesDefining Service QualityThe Servqual ModelHospitality SectorImproving the Service QualitySummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionDevelopment of the ISO 9000 StandardsQuality Management PrinciplesQuality Management Systems: An IntroductionISO 9001:2008: Quality Management System RequirementsImplementing ISO 9001:2008ISO 9001:2008 versus ISO 9001:2000CertificationBenefits of ISO 9000 CertificationSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProjects
IntroductionAudit Standards—ANSI/ISO 10011, Part 1-2-3, 1994 Guidelines for Auditing ISO/AS 900 Quality System (ISO)Audit ObjectivesTypes of Quality AuditThe Quality Audit: Planning and PreparationQuality AuditorsAudit PerformanceMost Common Non-conformitiesAudit ChecklistInternal AuditSummaryKey TermsCase StudyShort-answer QuestionsMatch the FollowingDiscussion QuestionsProject

Overview

The enlarged and revised second edition of Total Quality Management blends the fundamental principles and historical foundation of total quality with practical applications and examples. The coverage of high-performance practices and developments in the quality management arena enables students to develop a basic appreciation of quality management concepts while retaining their focus on the goal of continuous improvement.