Quality Management for organizational excellence introduction to total Quality

Cover
Title Page
Copyright Page
Brief Contents
Contents
Preface
Acknowledgments
About the Authors
Part I Philosophy and Concepts
	Chapter 1 The Total Quality Approach to Quality Management: Achieving Organizational Excellence
		Learning Objectives
		What is Quality?
		The Total Quality Approach Defined
		Two Views of Quality
		Key Elements of Total Quality
		Total Quality Pioneers
		Keys to Total Quality Success
		The Future of Quality Management in the Twenty-First Century
		Quality Certifications
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 1.1
		Discussion Assignment 1.2
		Endnotes
	Chapter 2 Quality and Global Competitiveness
		Learning Objectives
		The Relationship Between Quality and Competitiveness
		Cost of Poor Quality
		Competitiveness and the U.S. Economy
		Factors Inhibiting Competitiveness
		Comparisons of International Competitors
		Human Resources and Competitiveness
		Characteristics of World-Class Organizations
		Management-by-Accounting: Antithesis of Total Quality
		U.S. Companies: Global Strengths and Weaknesses
		Quality Management Practices in Asian Countries
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 2.1
		Discussion Assignment 2.2
		Endnotes
	Chapter 3 Strategic Management: Planning and Execution for Competitive Advantage
		Learning Objectives
		What is Strategic Management?
		Competitive Strategy
		Core Competencies and Competitive Advantage
		Components of Strategic Management
		Strategic Planning Overview
		Executing the Strategic Plan
		Strategic Planning in Action: A “Real-World” Case
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Endnote
	Chapter 4 Quality Management, Ethics, and Corporate Social Responsibility
		Learning Objectives
		Definition and Overview of Ethics
		Trust and Total Quality
		Values and Total Quality
		Integrity and Total Quality
		Responsibility and Total Quality
		Manager’s Role in Ethics
		Organization’s Role in Ethics
		Handling Ethical Dilemmas
		Ethics Training and Codes of Business Conduct
		Models for Making Ethical Decisions
		Beliefs Versus Behavior: Why the Disparity?
		Ethical Dilemmas: Cases
		Corporate Social Responsibility Defined
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 4.1
		Endnotes
	Chapter 5 Partnering and Strategic Alliances
		Learning Objectives
		Partnering or Strategic Alliances
		Innovative Alliances and Partnerships
		Internal Partnering
		Partnering with Suppliers
		Partnering with Customers
		Partnering with Potential Competitors
		Global Partnering
		Education and Business Partnerships
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 5.1
		Discussion Assignment 5.2
		Endnotes
	Chapter 6 Quality Culture: Changing Hearts, Minds, and Attitudes
		Learning Objectives
		Understanding What a Quality Culture is
		Quality Culture Versus Traditional Cultures
		Activating Cultural Change
		Changing Leaders to Activate Change
		Laying the Foundation for a Quality Culture
		Learning What a Quality Culture Looks Like
		Countering Resistance to Cultural Change
		Establishing a Quality Culture
		Maintaining a Quality Culture
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 6.1
		Endnotes
	Chapter 7 Customer Satisfaction, Retention, and Loyalty
		Learning Objectives
		Understanding Who is a Customer
		Understanding Customer-Defined Quality
		Identifying External Customer Needs
		Communicating with Customers
		Customer Satisfaction Process
		Customer-Defined Value
		Customer Retention
		Establishing a Customer Focus
		Recognizing the Customer-Driven Organization
		Value Perception and Customer Loyalty
		Customer Loyalty Model
		Customer Loyalty Versus Customer Profitability
		Customers as Innovation Partners
		Product Innovation Model for Customer Retention
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 7.1
		Discussion Assignment 7.2
		Endnotes
	Chapter 8 Employee Empowerment
		Learning Objectives
		Employee Empowerment Defined
		Rationale for Empowerment
		Inhibitors of Empowerment
		Management’s Role in Empowerment
		Implementing Empowerment
		How to Recognize Empowered Employees
		Empowerment Errors to Avoid
		Beyond Empowerment to Enlistment
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 8.1
		Discussion Assignment 8.2
		Discussion Assignment 8.3
		Endnotes
	Chapter 9 Leadership and Change
		Learning Objectives
		Leadership Defined
		Leadership for Quality
		Leadership Styles
		Building and Maintaining a Following
		Leadership Versus Management
		Restructuring and Change
		How to Lead Change
		Lessons from Distinguished Leaders
		Servant Leadership and Stewardship
		Negative Influences on Leaders: How to Counter Them
		Leaders as Mentors
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 9.1
		Discussion Assignment 9.2
		Endnotes
	Chapter 10 Team Building and Teamwork
		Learning Objectives
		Overview of Team Building and Teamwork
		Building Teams and Making them Work
		Four-Step Approach to Team Building
		Character Traits and Teamwork
		Teams are Coached—Not Bossed
		Handling Conflict in Teams
		Structural Inhibitors of Teamwork
		Rewarding Team and Individual Performance
		Recognizing Teamwork and Team Players
		Leading Multicultural Teams
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 10.1
		Endnotes
	Chapter 11 Effective Communication
		Learning Objectives
		Defining Communication
		Understanding the Role of Communication in Total Quality
		Understanding Communication as a Process
		Recognizing Inhibitors of Communication
		Establishing a Conducive Communication Climate
		Communicating by Listening
		Understanding Nonverbal Communication Factors
		Communicating Verbally
		Communicating in Writing
		Communicating Corrective Feedback
		Improving Communication
		How Interpersonal Skills Affect Communication
		Personality and Communication
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 11.1
		Endnotes
	Chapter 12 Education and Training
		Learning Objectives
		Overview of Education, Training, and Learning
		Rationale for Training
		Training Needs Assessment
		Providing Training
		Evaluating Training
		Managers as Trainers
		Workforce Literacy
		Why Training Sometimes Fails
		Quality Training Curriculum
		Orientation Training
		Customer Training
		Ethics Training
		Making E-Learning Work
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 12.1
		Discussion Assignment 12.2
		Endnotes
	Chapter 13 Overcoming Politics, Negativity, and Conflict in the Workplace
		Learning Objectives
		Internal Politics Defined
		Organizational Structure and Internal Politics
		Internal Politics in Action
		Internal Politicians and Their Methods
		Impact of Internal Politics on Quality
		Controlling Internal Politics in Organizations
		Overcoming Negativity in Organizations
		Overcoming Territorial Behavior in Organizations
		Managing Conflict in Organizations
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 13.1
		Discussion Assignment 13.2
		Endnotes
	Chapter 14 ISO 9000 and Total Quality: The Relationship
		Learning Objectives
		ISO 9000: The International Standard for Quality Management Systems
		ISO 9000’s Objective
		How ISO 9000 is Applied to Organizations
		ISO 9000 Quality Management System: A Definition
		Authority for Certification/Registration
		ISO 9001 and Industry-Specific Applications
		Organizational Registration to ISO 9001
		The Benefits of ISO 9000
		The Origin of ISO 9000
		Comparative Scope of ISO 9000 and Total Quality Management
		Management Motivation for Registration to ISO 9001
		ISO 9000 and Total Quality Management Working Together
		The Future of ISO 9000
		ISO 9000: Versions/Updates
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 14.1
Part II Tools and Techniques
	Chapter 15 Overview of Total Quality Tools
		Learning Objectives
		Total Quality Tools Defined
		Pareto Charts
		Cause-and-Effect Diagrams
		Check Sheets
		Histograms
		Scatter Diagrams
		Run Charts and Control Charts
		Stratification
		Some Other Important Tools Introduced
		Management’s Role in Tool Deployment
		Selecting the Right Tool for the Job
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activities
		Discussion Assignment 15.1
		Endnotes
	Chapter 16 Problem Solving and Decision Making
		Learning Objectives
		Problem Solving for Total Quality
		Two Models for Solving and Preventing Problems
		Problem-Solving and Decision-Making Tools
		Decision Making for Total Quality
		The Decision-Making Process
		Objective Versus Subjective Decision Making
		Scientific Decision Making and Problem Solving
		Employee Involvement in Problem Solving and Decision Making
		Role of Information in Decision Making
		Creativity in Decision Making
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 16.1
		Discussion Assignment 16.2
		Endnotes
	Chapter 17 Quality Function Deployment
		Learning Objectives
		What is Quality Function Deployment?
		Introducing Quality Function Deployment’s House of Quality
		Developing the Set of Customer Needs (WHATs): House of Quality Matrix Number 1
		Planning the Improvement Strategy: House of Quality Matrix Number 2
		Selecting the Technical Requirements (HOWs): House of Quality Matrix Number 3
		Evaluating Interrelationships between WHATs and HOWs: House of Quality Matrix Number 4
		Evaluating the Direction of Correlation between HOWs: House of Quality Matrix Number 5
		Selecting the Design Targets (Values) of the HOWs: House of Quality Matrix Number 6
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 17.1
	Chapter 18 Optimizing and Controlling Processes through Statistical Process Control
		Learning Objectives
		Statistical Process Control Defined
		Rationale for SPC
		Control Chart Development
		Management’s Role in SPC
		Role of the Total Quality Tools
		Authority Over Processes and Production
		Implementation and Deployment of SPC
		Inhibitors of SPC
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 18.1
		Discussion Assignment 18.2
		Discussion Assignment 18.3
		Endnotes
	Chapter 19 Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More
		Learning Objectives
		Rationale for Continual Improvement
		Management’s Role in Continual Improvement
		Essential Improvement Activities
		Structure for Quality Improvement
		The Scientific Approach
		Identification of Improvement Needs
		Development of Improvement Plans
		Common Improvement Strategies
		The Kaizen Approach
		The CEDAC Approach
		The Lean Approach
		The Six Sigma Approach
		The Lean Six Sigma Approach
		The Theory of Constraints and Integrated
TOC, Lean, Six Sigma (ITLS) Approach
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Endnotes
	Chapter 20 Benchmarking
		Learning Objectives
		Benchmarking Defined
		Prerequisites to Benchmarking
		Obstacles to Successful Benchmarking
		Role of Management in Benchmarking
		Benchmarking Approach and Process
		Making Full use of Benchmarking Data
		Perpetual Benchmarking
		Benchmarking Resources
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activity
		Discussion Assignment 20.1
		Discussion Assignment 20.2
		Endnote
	Chapter 21 Just-in-Time/Lean Manufacturing (JIT/Lean)
		Learning Objectives
		JIT/Lean Defined
		Rationale for JIT/Lean
		Development of JIT/Lean
		Relationship of JIT/Lean to Total Quality and
World-Class Manufacturing
		Benefits of JIT/Lean
		Requirements of JIT/Lean
		Automation and JIT/Lean
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activities
		Discussion Assignment 21.1
		Endnotes
	Chapter 22 Implementing Total Quality Management
		Learning Objectives
		Rationale for Change
		Requirements for Implementation
		Role of Top Management: Leadership
		Implementation Variation Among Organizations
		Implementation Approaches to be Avoided
		An Implementation Approach that Works
		Getting on with it
		What to do in the Absence of Commitment from the Top
		Implementation Strategies: ISO 9000 and Baldrige
		Summary
		Key Terms and Concepts
		Factual Review Questions
		Critical Thinking Activities
		Discussion Assignment 22.1
		Endnotes
Index