Principles of Total Quality, Second Edition

Principles of Total Quality, Second Edition offers updated coverage of all aspects of the management and implementation of quality in an organization. As in the previous edition, the reader is provided with a thorough understanding of:

Table of Contents:
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.