Principles of Total Quality, Second Edition

MANAGEMENT OF TOTAL QUALITY
Total Quality Management and the Revival Of Quality in the United States
The Concept of TQM
Antecedents of Modern Quality Management
The Quality Gurus
Accelerating Use of TQM
Quality and Business Performance
Service Quality vs. Product Quality
Leadership
Attitude and Involvement of Top Management
Communication
Culture
Management Systems
Control
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
Strategic Quality Planning
Strategy and the Strategic Planning Process
Strategic Quality Management
Definition of Quality
Control
Service Quality
Human Resource Development and 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
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 Approaches to SQC
Tools for SQC
Problem Analysis
Pareto Analysis
Manufacturing to Specification vs. Manufacturing to Reduce Variations
Process Control in Service Industries
Process Control for Internal Services
Quality Function Deployment
Just-In-Time
Just-In-Time or Just-In Case
The Human Side of Process Control
Customer Focus and Satisfaction
Process vs. Customer
Internal Customer Conflict
Defining Quality
A Quality Focus
The Driver of Customer Satisfaction
Getting Employee Input
Customer Satisfaction Measurement
The Role of Marketing and Sales
The Sales Process
Service Quality and Customer Retention
Customer Retention and Profitability
Buyer-Supplier Relationships
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
Identifying the Best-in-Class
Measure Your Own Performance
Actions to Close the Gap
Pitfalls of Benchmarking
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
Productivity and Quality
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
The Cost of Quality
Cost of Quality Defined
Three Views of Quality Cost
Quality Costs
Measuring Quality Costs
The Use of Quality Cost Information
Accounting Systems and Quality Management
Activity-Based Costing
QUALITY TOOLS AND PROCESSES
The Concept of a Process
What Is a Process
Examples of Processes
Types of Processes
The Total Process
Data and Sampling
Introduction
Data
Sampling
The Seven Basic Quality Control Tools
Background
Check Sheets
Flowcharts
Graphs
Histogram
Pareto Charts
Scatter Diagrams
Connote Charts
Cause-and-Effect Diagrams
Control Charts for Variables
Background
Use of Control Charts
Variables Control Charts
Application of Variables Control Charts
Examples of Variables Control Charts
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 (c and u Chart)
When to Use the Different Control Charts
Introduction
Example 1
Example 2
Example 3
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
Quality Function Deployment
History
What Is Quality Function Deployment?
Benefits
CRITERIA FOR QUALITY PROGRAMS
ISO 9000
ISO Around the World
ISO 9000 in the United States
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
What Is the Baldrige Award?
Quality and Re-Engineering
European Union Directives
EU Directive
Compliance with EU Directives
CE Conformity Marks
Cost of Non-Conformance
QS-9000
Historical Perspective
Basic QS-9000
Structure of QS-9000
Document Control and Registration
ISO 14000
Components of ISO 14000
ISO 14001
Registration
Benefits
CASES IN QUALITY
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
Colony Fasteners
Index

Chapters also include Questions for Discussion, Illustrative Cases, Exercises, Summaries, Endnotes, and References.