Principles of Total Quality, Third Edition

SECTION I: MANAGEMENT OF TOTAL QUALITY
Chapter 1. TOTAL QUALITY MANAGEMENT AND THE REVIVAL OF QUALITY IN THE UNITED STATES
The Concept of Total Quality Management
Antecedents of Modern Quality Management
The Quality Gurus
Accelerating Use of TQM
Quality and Business Performance
Service Quality vs. Product Quality
Chapter 2. LEADERSHIP
Attitude and Involvement of Top Management
Communication
Culture
Management Systems
Control
Chapter 3. 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
Chapter 4. STRATEGIC QUALITY PLANNING
Strategy and the Strategic Planning Process
Strategic Quality Management
Definition of Quality
Control
Service Quality
Chapter 5. HUMAN RESOURCE DEVELOPMENT AND MANAGEMENT
Involvement: A Central Idea of Human Resource Utilization
Organizing for Involvement: Teams
Training and Development
Selection
Performance Appraisal
Compensation
TQM-Oriented Human Resource Management
Chapter 6. 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 or Just-In Case
The Human Side of Process Control
Chapter 7. CUSTOMER FOCUS AND SATISFACTION
Introduction
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
Chapter 8. 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
Measuring Your Own Performance
Actions to Close the Gap
Pitfalls of Benchmarking
Chapter 9. ORGANIZING FOR TOTAL QUALITY MANAGEMENT
Organizing for TQM: The Systems Approach
Organizing for Quality Implementation
The People Dimension
Roles in Organizational Transition to TQM
Small Groups and Employee Involvement
Teams for TQM
Chapter 10. PRODUCTIVITY AND QUALITY
Can You Have Both?
The Leverage of Productivity and Quality
Management Systems vs. Technology
Productivity in the United States
Measuring Productivity
White Collar Productivity
Improving Productivity and Quality
Capital Equipment vs. Management Systems
Activity Analysis
Chapter 11. THE COST OF QUALITY
Cost of Quality Defined
Three Views of Quality Cost
Costs: Prevention, Appraisal, and Failure
Measuring Quality Costs
The Use of Quality Cost Information
Accounting Systems and Quality Management
Activity-Based Costing
SECTION II: QUALITY TOOLS AND PROCESSES
Chapter 12. THE CONCEPT OF A PROCESS
What Is a Process
Examples of Processes
Types of Processes
The Total Process
Exercises
Chapter 13. TQM AND DATA
Types of Data
How to Present/Describe Data
Stratification of Data
Exercises
Chapter 14. QUALITY IMPROVEMENT TOOLS
Check Sheets
Histogram
Pareto Analysis
Scatter Diagrams
Cause-and-Effect Diagrams
Exercises
Chapter 15. UNDERSTANDING PROCESS VARIATION
Process Variation
Process Capability
Control Charts
SECTION III: CRITERIA FOR QUALITY PROGRAMS
Chapter 16. ISO 9000: UNIVERSAL STANDARDS OF QUALITY PROGRAMS
ISO Around the World
ISO 9000 in the United States
The ISO 9000 ANSI/ASQC Q 90 Series Standards
Benefits of ISO 9000 Certification
Getting Certified: The Third Party Audit
Documentations
Post Certification
Choosing an Accredited Registration Service
ISO 9000 and Services
The Cost of Certification
ISO 9000 vs. the Baldrige Award
Implementing the System
Chapter 17. WHAT IS THE BALDRIGE AWARD?
The Malcolm Baldrige Award
Chapter 18. QUALITY AND RE-ENGINEERING
SECTION IV: CASE STUDIES
Liberty Bank
Zytec
Statistical Tools and Processes
Index