Total Quality Management: Proceedings of the first world congress

Front Matter....Pages i-xi
Front Matter....Pages 1-1
Quality and statistical concepts....Pages 3-10
Quality and people....Pages 11-25
TQM — does it always work?....Pages 26-38
A comparison of TQM-performance in the Nordic and East Asian countries....Pages 39-49
W. Edwards Deming (1900-1993): the man and his message....Pages 50-59
Upsizing the organization by attractive quality creation....Pages 60-72
TQM-leadership....Pages 73-84
The development of a generic model for the implementation of TQM....Pages 85-93
Business process re-engineering — the route to integrating TQM into the business strategy....Pages 95-108
Total quality management and people empowerment....Pages 109-118
Total quality: its origins and its future....Pages 119-127
Effective TQM implementation: critical issues....Pages 128-136
Total quality management and the role of statistics....Pages 137-146
Different strokes for different folks — the collapse of prevailing wisdom....Pages 147-160
Successfully combining TQM with business process re-engineering....Pages 161-165
Front Matter....Pages 167-167
A performance measurement concept for business process management....Pages 169-172
Consumer driven quality standards: do we need them? can we get them?....Pages 173-176
Quality culture in the manufacturing industries of Hong Kong....Pages 177-180
Total quality in purchasing....Pages 181-184
The quality chain: a total quality approach to external and internal supply chain management....Pages 185-188
Front Matter....Pages 167-167
The introduction of TQM to industry in Mexico....Pages 189-192
TQM and Maqiladoras of Mexico....Pages 193-196
An organizational approach to effective statistical process control....Pages 197-200
Orthogonal array design of experiments for analysis of key performance parameter of transformer....Pages 201-204
Front Matter....Pages 205-205
Strategic planning through quality policy deployment: a benchmarking approach....Pages 207-215
Quality and business policy — conflict or synergy?....Pages 216-219
Quality strategy: Chinese experiences....Pages 220-223
Leadership assessment and development for total quality....Pages 224-228
Integrated quality management: redefining ‘total’ in TQM....Pages 229-232
Key issues in introducing and promoting TQM....Pages 233-236
Strategic planning within the U.S. Department of the Navy....Pages 237-240
Turning strategy into decisive action....Pages 241-243
Management by luck — or is it rational to learn economics?....Pages 244-247
Front Matter....Pages 249-249
TQM in financial services industry....Pages 251-254
Business improvemen through self-assessment — a case study from financial services....Pages 255-258
TQM in the NHS: rhetoric or reality?....Pages 259-262
Measuring service quality in local government....Pages 263-266
Quality management in an Inner London substance misuse service 1991–94....Pages 267-270
The portability of the SERVQUAL scale to the public sector....Pages 271-274
An ‘ecological’ approach to total quality management — a case study from NHS outpatient clinics....Pages 275-278
Front Matter....Pages 249-249
TQM in knowledge intensive organizations....Pages 279-282
Strategies for total quality management — the case of the Swedish forest product industry....Pages 283-286
Feeling the pinch: is TQM being squeezed out of the NHS?....Pages 287-290
Front Matter....Pages 291-291
Promoting TQM to small and medium industries in Malaysia....Pages 293-296
Process orientation as a basis for organizational learning....Pages 297-300
Is systematic quality assurance fulfilling its role in TQM?....Pages 301-304
The quality of the training process....Pages 305-308
Preparing the ground for organizational learning: graduate training programme in Japanese organizations in Hong Kong....Pages 309-312
Quality costs: PAF and the process model — are they compatible?....Pages 313-316
Methodology and uncertainty — necessities for quality learning....Pages 317-320
Does ISO 9000 limit companies in flexibility to changes....Pages 321-324
National differences in quality system certification — a study of the problems, causes and solutions....Pages 325-328
The impact of ISO 9000 on the professional practices of internal auditing....Pages 329-332
 The quality question: does quality organization create, or destroy, quality life?....Pages 333-336
Front Matter....Pages 337-337
Integration of continuous improvement with business practice....Pages 339-342
Changing management thinking: the key to success with TQM....Pages 343-346
Minimizing the cost of re-work in assembly....Pages 347-351
Simplifying the statistics in control charts....Pages 352-354
TQM and Markor: competitive or companionable business philosophies?....Pages 355-358
Approaching zero-defects through optimal operator matching....Pages 359-362
Front Matter....Pages 337-337
TQM, maintenance and plant availability — present trends and future needs....Pages 363-366
Quality in the software world....Pages 367-370
The external element of total quality management — working with competitors and not against them, with special reference to marketing to China....Pages 371-374
Improving the performance of a chemical process by quality design....Pages 375-378
Front Matter....Pages 379-379
Simultaneous optimization of multiple responses for robust design....Pages 381-390
Quality improvement through statistical thinking, or ‘What has a Statistician got to do with TQM?’....Pages 391-394
Capability and non-normality....Pages 395-398
Control theory and quality management....Pages 399-402
The use of SPC in the papermaking industry....Pages 403-406
Queueing system of the service industry — a TQM approach....Pages 407-411
Some tools to control the technological innovation process....Pages 412-415
The role of statistical methodogies in the study or quality design of apparatuses and production systems....Pages 416-419
A spectral approach to SPC....Pages 420-423
More effective use of control charts....Pages 424-427
Front Matter....Pages 429-429
Linking the planning, assessment, and budget process for quality improvement: implication for leadership....Pages 431-435
TQM in education....Pages 436-441
Introducing TQM in a new university: practical lessons....Pages 442-445
Quality in universities....Pages 446-449
Treading the quality path: a progress report from Aston University....Pages 450-453
TQM in two Canadian university settings....Pages 454-457
Front Matter....Pages 429-429
Creating quality communities of learners through total quality management....Pages 458-461
Using the criteria and process of the Malcolm Baldrige National Quality Award for improving educational instituations....Pages 462-465
The appliction of quality management principles to school improvement in Sheffield....Pages 466-469
Front Matter....Pages 471-471
Benchmarking with COMPASS for increasing competitiveness....Pages 473-484
Measuring business excellence....Pages 485-489
Experiences of the implementation of TQM....Pages 490-492
Benchmarking — the essential phase of preparation....Pages 493-496
Applying the European Quality Award in Greece: a pilot study....Pages 497-500
Preparing for benchmarking: an effective benchmarking strategy....Pages 501-508
An investigation into the use of benchmarking within quality programmes....Pages 509-512
Developing a culture for benchmarking in the Middle East: what are the most critical factors?....Pages 513-516
Achieving a competitive edge through continuous quality improvement....Pages 517-520
Putting quality into practice in the public sector....Pages 521-525
Front Matter....Pages 527-527
Ford engineering and quality improvement programme....Pages 529-539
The route to world class service....Pages 540-556
Implementation of the total quality management concept within space business....Pages 557-560
Pictures from data making good statistical analysis accessible....Pages 561-568
Slab loading at Redcar Ore Terminal....Pages 569-572
Increasing the effective utilization of statisical techniques within the Havant Division of IBM (UK)....Pages 573-576
Front Matter....Pages 577-577
Managing with quality: a cultural perspective and a system to enhance performance....Pages 579-582
Front Matter....Pages 577-577
TQM — a three dimensional model for changing the organizational culture, and performance quality....Pages 583-586
Quality management — do we believe in it ‘totally?’....Pages 587-590
The effects of total quality management on humanside performance criteria....Pages 591-594
TQM programmes: some pitfalls to avoid....Pages 595-598
Should a change programme be ‘culture’ or ‘protocol’ driven?....Pages 599-602
The 5 S’s: the foundation of total quality management....Pages 603-606
TQM in well established Chinese state-owned enterprises and in Taiwanese public enterprises — different ecomonic systems caused different performance?....Pages 607-611
Getting across the quality message....Pages 612-615
Back Matter....Pages 617-618