Managing Quality

Figures......Page 13
Tables and boxes......Page 16
Standards......Page 18
Abbreviations......Page 20
Contributors......Page 23
Preface......Page 24
part one The Development, Introduction and Sustaining of Total Quality Management (TQM)......Page 27
Introduction......Page 29
What is Quality?......Page 30
Why is Quality Important?......Page 37
The Evolution of Quality Management......Page 47
The Key Elements of TQM......Page 53
Summary: Developing TQM......Page 56
Introduction......Page 60
The Need for Senior Managers to Get Involved in TQM......Page 61
What Senior Managers Need to Know about TQM......Page 65
What Senior Managers Need to Do about TQM......Page 68
The Role of First-Line Managers......Page 74
Summary......Page 75
Crosby......Page 77
Deming......Page 79
Feigenbaum......Page 81
Juran......Page 82
Are the Approaches of these Gurus Different?......Page 83
Imai......Page 84
Ishikawa......Page 85
Taguchi......Page 86
Japanese-Style Total Quality......Page 88
Summary......Page 90
Introduction......Page 92
Change and Continuous Improvement......Page 93
Forces for Change......Page 94
How Do Companies Get Started?......Page 96
Approaches to TQM......Page 97
Summary......Page 102
Introduction......Page 103
Organizing......Page 106
Systems and Techniques......Page 109
Measurement and Feedback......Page 111
Changing the Culture......Page 114
Use of the Framework......Page 118
Summary and Outcomes......Page 120
Introduction......Page 123
Level 1 – Uncommitted......Page 124
Level 2 – Drifters......Page 127
Level 3 – Tool-Pushers......Page 129
Level 4 – Improvers......Page 131
Level 5 – Award-Winners......Page 133
Level 6 – World-Class......Page 134
Summary......Page 136
Introduction......Page 137
TQM Sustaining Audit Tool: Development and Methodology......Page 139
Category 1 – Internal/External Environment......Page 140
Category 2 – Management Style......Page 144
Category 3 – Policies......Page 145
Category 4 – Organization Structure......Page 147
Category 5 – Process of Change......Page 150
Summary......Page 154
part two The Business Context of TQM......Page 157
Introduction......Page 159
Definitions: Policy Deployment......Page 161
What is Policy Deployment?......Page 163
What Policy Deployment is Not......Page 165
The Policy Deployment Process......Page 166
A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment......Page 173
Summary......Page 178
Introduction......Page 181
Definition and Categorization of Quality Costs......Page 182
Collecting Quality Costs......Page 185
Some Cost Aspects of Manufacturing Industry......Page 189
Reporting Quality Costs......Page 193
Uses of Quality Costs......Page 195
Summary......Page 198
QM: The HR Concerns......Page 202
The Two Sides of QM......Page 203
QM and the Management of People......Page 204
Employee Involvement......Page 207
Organizational Culture......Page 210
Training and Education......Page 211
Selection......Page 212
Appraisal......Page 213
Pay......Page 214
Employee Well-Being......Page 216
Industrial Relations......Page 218
Integration......Page 220
Summary......Page 224
Introduction......Page 229
The Service Environment......Page 230
Defining Service Quality......Page 232
The Role of Personnel in Service Delivery......Page 238
Service Delivery......Page 240
Summary......Page 245
Introduction......Page 249
Long-Term Issues of Partnership......Page 250
Barriers to Developing Partnerships......Page 251
Conditions of Partnership......Page 254
The Issues to be Considered in Partnership......Page 255
The Process of Partnership......Page 258
Summary......Page 260
What is the Effect of the Internet on Business Transactions?......Page 264
Medium and Large Old-Economy Companies and the New Economy......Page 265
Companies Buying and Selling on the Internet......Page 267
Virtual Communities or Total Value Chain Integration......Page 271
Disaggregation and Organizational Revolution......Page 272
What will the Speed of Change Be?......Page 274
Possible Effects on the Quality Function......Page 276
Disaggregation and Maximizing Assets......Page 278
Summary......Page 279
part three Quality Management Systems, Tools and Techniques......Page 285
What is Quality Assurance?......Page 287
What is a Quality Management System?......Page 288
The Development of Quality Management System Standards......Page 289
ISO9000 Series Registration: A Model for Small Companies......Page 301
Benefits and Limitations of the ISO9000 Series of Standards......Page 304
Summary......Page 310
Introduction......Page 313
The Case for Integration and Some of the Problems......Page 314
The ISO9001/ISO14001 Matrix......Page 319
Interlinked Systems......Page 323
The EFQM Model......Page 324
A Comparative Analysis of the Current Integration Models......Page 326
The Key Integration Issues......Page 328
An Integrated Management Systems Model......Page 329
Summary......Page 330
Introduction......Page 334
Selecting Tools and Techniques......Page 335
Difficulties and Issues Relating to the Use of Tools and Techniques......Page 338
Problem-Solving Methodology......Page 339
Flowcharts......Page 343
Checksheets......Page 347
Tally Charts and Histograms......Page 348
Graphs......Page 350
Pareto Analysis......Page 351
Cause-and-Effect Diagrams......Page 353
Brainstorming......Page 355
Scatter Diagrams and Regression Analysis......Page 356
The Seven Management Tools......Page 357
Housekeeping......Page 365
Departmental Purpose Analysis......Page 366
Mistake-Proofing......Page 370
Total Productive Maintenance......Page 372
Summary......Page 373
Introduction......Page 375
Understanding Customer Needs......Page 377
The QFD Road: The Main Steps......Page 379
Deploying Customer Needs into Product and Process Definition......Page 386
Difficulties Associated with QFD......Page 388
Implementation of QFD......Page 390
Summary......Page 391
Introduction......Page 393
Methods of Experimentation......Page 394
Taguchi: An Overview of his Approach......Page 399
Achieving Robust Design: An Example from Tile Manufacturing......Page 400
Steps in Experimental Design......Page 403
Summary......Page 411
What is Failure Mode and Effects Analysis?......Page 413
Development of a Process FMEA......Page 419
Analysis of Failure Data......Page 420
Background to the Use of FMEA at Allied Signal Automotive......Page 421
Developing the Use of FMEA at Allied Signal Automotive......Page 422
Summary......Page 425
Introduction......Page 428
The Development of Statistical Process Control......Page 429
Some Basic Statistics: Averages and Measures of Dispersion......Page 430
Variation and Process Improvement......Page 431
Variable and Attribute Data......Page 434
Data-Collection......Page 435
Construction of Control Charts Using Variables Data......Page 437
Interpreting a Variables Control Chart......Page 438
Construction of Control Charts Using Attributes Data......Page 441
Construction and Interpretation of Control Charts: Dos and Don’ts......Page 442
Process Capability......Page 443
Implementation of SPC......Page 446
Difficulties Experienced in Introducing and Applying SPC......Page 448
Summary......Page 451
Introduction......Page 453
Company Background......Page 455
Why Benchmarking?......Page 457
Success Factors......Page 458
Difficulties and Pitfalls......Page 460
Key Lessons......Page 462
Summary......Page 465
Introduction......Page 467
Approaches Used in BPR......Page 469
The Principles of BPR......Page 470
Risks and Benefits of BPR......Page 471
Implementation of BPR......Page 472
BPR methodology......Page 474
Summary......Page 476
Introduction......Page 479
The Role of Teams in Continuous Improvement......Page 480
Types of Teams......Page 481
Differences between Teams......Page 484
Commonalities between Teams......Page 486
Evaluation of Teams......Page 488
Team Competition......Page 493
Guidelines for Developing Effective Teams......Page 494
Summary......Page 496
Introduction......Page 498
Quality, TQM and Excellence......Page 501
Award Models......Page 503
The Self-Assessment Process......Page 511
Success Factors for Self-Assessment......Page 517
Summary......Page 519
part four TQM through Continuous Improvement......Page 523
The Importance of Quality......Page 525
TQM: A Continuous Process......Page 526
Measuring Progress towards TQM......Page 527
TQM Issues which Need to be Considered in the Future......Page 530
Summary......Page 537
Index......Page 540