
Success Through Quality
Description
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Content
- Cover
- Title page
- Copyright
- Contents
- Preface
- Acknowledgments
- Introduction
- Section 1 What Do I Need to Know?
- 1 The ABCs of Quality: An Overview
- What Is Quality and How Is It Achieved?
- The ABCs of Quality
- The Plan-Do-Study-Act Cycle for Continuous Improvement and Learning
- People: The Power of Vision
- Choices: Paradigms and Processes
- Processes and Process Owner
- Outcomes
- Continuous Improvement
- The ABCs of Quality and the American System of Government
- Key Points to Remember
- 2 People and Quality
- Basic Needs
- Maslow's Hierarchy of Needs
- Hierarchy of Needs in the Workplace
- Two Types of Motivation: Theory X and Theory Y
- Key Points to Remember
- 3 Paradigms Throughout the Ages
- A Million Years Ago
- Egyptians and Measurements
- Craftsmen in the Middle Ages
- The Industrial Revolution
- Assembly Lines and Scientific Management
- Control Charts and the PDSA Cycle
- "The Sleeping Giant" Awakens
- The New Quality Paradigm
- Key Points to Remember
- 4 The Theories and Processes BehindContinuous Improvement
- Everyday Examples of Variation
- The Degree of Variation Dependson the Measurement Used
- The Purpose of Standards and Specifications
- Facts, Problems, and Variation
- Behavior Over Time: Statistical Process Control
- Key Points to Remember
- 5 Outcomes: Closer To or Further From the Ideal
- Perceived, Expected, and Actual Quality
- Evaluating Quality in Products and Services
- Efficiency, Effectiveness, and Paradigm Shifts
- Quality and Creativity
- Key Points to Remember
- Section 2 How Do I Apply What I Learn?
- 6 The Basic Tools of Quality
- Flowcharts
- Run Charts
- Histograms
- Cause-and-Effect Diagrams
- Pareto Charts
- Scatter Diagrams
- Control Charts and Two Types of Data
- Control Chart Interpretation
- Key Points to Remember
- 7 The Process of Continuous Improvementand Learning
- Process and Paradigm
- How the Basic Tools of Quality Fit In
- Guidelines for Applying the Continuous Improvement and Learning Process
- The Continuous Improvement Process at Work
- Key Points to Remember
- Section 3 Why Should I Apply What I Learn?
- 8 The Leadership Challenge
- Differences between Management and Leadership
- Enrolling Others in the Vision
- The Vision Community
- Key Points to Remember
- Conclusion The End . . . and the Beginning?
- Appendix A Selected Bibliography
- Appendix B A Few Sources of Books, Videos, and Training
- Appendix C Customer Feedback
- Index
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