Total quality of management

Cover......Page 1
Total Quality of Management......Page 4
Copyright......Page 5
Contents......Page 6
Preface......Page 8
 The Need For Total of Quality of Management......Page 14
Part I: Philosophies and Concepts......Page 22
  Significance Of Quality......Page 24
  Evolution Of Quality......Page 26
   Quality of Interpersonal Relationships......Page 28
   Quality in Transport and Communication......Page 29
   Quality of Our Environment......Page 30
   Quality of Whatever We Do......Page 31
   Quality of Thinking......Page 32
   Envisioning......Page 33
   Discipline in All Walks of Life......Page 34
   Nationalistic Fervour......Page 35
  Some Common Definitions Of Quality From The Industry......Page 36
  Economic Compulsions Towards Quality......Page 39
  Obstacles To Quality......Page 41
  Quality Deployment......Page 42
  Summarizing Total Quality......Page 43
 Synopsis of Philosophy,Concepts and Implementation Principles......Page 46
   Responsibility Towards the Nation and Society......Page 47
   The New Economic Age......Page 48
   Quality: The Principal Strategy......Page 49
   People Orientation through Training and Education......Page 50
   Education......Page 51
   Customer Loyalty......Page 52
   Management Responsibility Towards Quality......Page 53
   Loss Function......Page 54
   Significance of Intangibles......Page 55
   Statistical Techniques......Page 56
   Suppliers......Page 57
   Continuous Improvement......Page 58
   Profit......Page 59
   The Concept of Internal Customers......Page 60
   Measurement......Page 61
   The Cost of Quality......Page 62
   Scope and Macro-Strategy......Page 63
   Ishikawa’s Recommendations......Page 64
   Masaaki Imai and Kaizen......Page 68
   Tom Peter’s Further Prescribes Twelve Steps to Quality Management......Page 69
   Crosby’s Fourteen-Step Quality Improvement Programme......Page 71
  Comparison Of Quality Philosophies......Page 74
   Definition of Quality......Page 76
   Measurement of Quality......Page 77
   Management Commitment......Page 78
   Strategic Approach......Page 79
   Setting Goals......Page 80
   Problem Solving......Page 81
   Education and Training......Page 82
   Structure......Page 83
   Notes......Page 84
   Profound Knowledge Is Knowledge Universal to All Businesses......Page 85
   No Nation Need Be Poor......Page 86
  Variation......Page 90
   Causes of Variation......Page 93
   Financial Control......Page 99
   Relevance of Variation to Total Quality Management......Page 101
  Understanding The Loss Function......Page 102
  ‘Pdca’ Cycle......Page 104
  Benchmarking......Page 108
   The Tools Used in Benchmarking......Page 110
   Deadly Diseases......Page 111
  A Few Other Foundational Concepts Of Tqm......Page 115
  Vision......Page 118
   Purpose......Page 121
   Mission......Page 124
   Values......Page 126
   Culture......Page 129
  Learning Organization......Page 131
  Environment......Page 134
  Constructing A Total Quality Culture......Page 138
  Notes......Page 143
  Information Management......Page 144
  Knowledge Management......Page 145
  Proactive Role Of Trade-Unions......Page 147
  Additional Points On Shaping The Culture......Page 149
Part II: Macro Strategy for the Implementation of TQM......Page 154
  The Kingpin: Customer......Page 156
  Impact Of Market Forces On The Customer......Page 158
   Direct customers......Page 160
   Auxiliary Customers......Page 161
  Determining Customer Needs......Page 164
   Classification of Customer Needs......Page 166
   Techniques to Determine Customer Needs......Page 168
   Translating Customer Needs......Page 170
  Service......Page 172
  Customer Relationship Management......Page 176
   Objective of Relationships......Page 177
   Strategy......Page 178
   Methodology......Page 180
  Conclusion......Page 181
  The Concepts Behind Process Orientation......Page 182
   Definition of ‘Process’......Page 183
   Relationship between Business Processes and Quality......Page 185
   Synopsis of the Approaches Advocated by Eminent Theorists......Page 189
  ISO 9000 and Process Orientation......Page 192
   Some Elementary Cultural Aspects of Process Orientation......Page 193
  Continuous Process Improvement......Page 194
   Cultural Requirement to Institutionalise......Page 196
   Measures of Continuous Improvement......Page 197
  Total Productive Maintenance......Page 198
   Concepts and Strategy......Page 200
   Conclusion......Page 202
  Kaizen......Page 203
   Definition......Page 205
   Conceptual Framework......Page 206
  Overview Of Taguchi Methods To Quality Improvements......Page 211
   The Signal-to-Noise Ratio......Page 212
   Summary......Page 213
   BPR Questions the Relevance of Traditional Business Processes......Page 214
   Synopsis of Principles of BPR......Page 215
   Characteristics of Typical Re-engineered Processes......Page 216
  Supply Chain Management......Page 221
   Paradigm Shift: Organizing Inputs for Quality......Page 222
   Sourcing Policy......Page 223
   Innovation as Business Imperative......Page 224
  Measurement......Page 226
  Overview Of the Basics Of Statistical Techniques Used As TQM Tools......Page 231
   Population......Page 232
   Variance......Page 235
   Normal Distribution......Page 236
  Relevance Of Data And Data Collection......Page 237
   Frequency Distribution......Page 238
  Measures Of Variation......Page 242
  Types Of Control Charts......Page 245
   Is the Process Capable?......Page 246
   Control Chart for Attributes......Page 247
   SPC Planning......Page 248
  Overview Of The Principles Of Six Sigma......Page 249
  Conceptual Backdrop......Page 263
  Leveraging People Potential......Page 268
  Enabling And Enhancing Self-Esteem......Page 273
  Education And Training......Page 277
  House-keeping and 5-’s’......Page 283
   Seiton......Page 284
   Conclusion......Page 285
  Leadership......Page 286
  The Deadly Venom Of Fear......Page 287
  Management By Objectives......Page 290
   Quota or Work Standards......Page 292
  Recognition And Reward......Page 294
  Suggestion Schemes......Page 297
  Exhortations......Page 301
  Performance Appraisal System or Annual Merit RatingSystem......Page 302
  Bureaucracy And Hassles......Page 306
  Re-orientation For Top Management’s Policy AndStrategy......Page 310
  Notes......Page 314
  Quality Economics: A Paradigm Shift......Page 315
   Profit and its Place in TQM......Page 321
   ‘Profit’ as Conceptualized in TQM or TQOM......Page 322
   Profit as Driven by Traditional Financial Management System......Page 323
   Deployment of TQM Philosophy for Enduring Profit......Page 325
   Driving by the Rear-View Mirror......Page 330
  Cost Of Quality/Cost Of Poor Quality......Page 331
   Units of Measure of Product Deficiencies......Page 332
   Categories of Quality-Related Costs......Page 333
   Quality Cost Measurement Bases......Page 334
   Quality Improvement Through Strategy of Installing ‘Cost of Quality’ Program......Page 337
   Importance of ‘Prevention’ in Quality Costs......Page 338
   Pareto Analysis......Page 339
   Applications of Quality Costs......Page 340
   Notes......Page 341
Part III: Tools, Techniques and Strategic Enablers......Page 342
  Brainstorming......Page 344
  Storyboarding......Page 345
  The Power Of the Question ‘Why?’......Page 347
  5w And 2h......Page 349
  Other Checklists......Page 350
  A Combination Tool For Problem Selection......Page 353
  Structure Tree......Page 356
  Process Flow Diagram......Page 358
  Histogram......Page 362
   Precautions......Page 363
  Pareto Diagram......Page 364
  Cause-And-Effect Diagram......Page 365
   Means of On-line Process Control......Page 367
   An Important Tool that Aids Management to Institutionalise Continuous Process Improvement......Page 368
  Graphs......Page 370
  Scatter Diagram......Page 371
  The New Seven Management Tools......Page 373
  Design Of Experiments......Page 377
  Quality Policy Deployment......Page 381
  Quality Functional Deployment......Page 384
  Taguchi’s Design Of Experiments......Page 387
  Hoshin Planning......Page 391
  ISO 9000/9001 Standards......Page 394
  ISO 14000......Page 399
   Implementation and Operation......Page 400
   Deming Prize......Page 401
   Malcolm Baldrige National Quality Award......Page 405
   European Quality Award......Page 409
   The CIII-EXIM Excellence Awards......Page 411
  Balanced Score Card......Page 413
   Note......Page 416
Part IV: Few Cases and Quotes......Page 418
  A Company Song Written by the Chairman of theCompany......Page 420
  Some Inspiring Quotes In Public Domain......Page 421
  A Few Crisp One-liners and Combined Vision & MissionStatements......Page 422
  Investing More in Human Resources Gives ManifoldReturns Over Time......Page 424
  Once Beyond the Embryonic Stage, the Company Belongs More to the Employees or Society than to the Entrepreneur Or Owner......Page 425
  Gaining Insight Through Experiential Learning......Page 426
  Profit Alone Cannot Be The Mission Of A Company......Page 427
  Quality Function Deployment (QFD)—Now anIndispensable Tool!......Page 429
   ‘Passionate’ Commitment at General Electric......Page 430
   Notes......Page 432
   Materials Required for the Experiment......Page 433
   Conclusion......Page 434
  Attaining goals by detrimental means!......Page 436
  Fallacy Of Performance Appraisal System......Page 437
  Traps Of The Reward System......Page 438
  Collective Expectation......Page 440
  Leadership and Involvement: Prerequisites for Transformation......Page 441
  People Orientation Is Not A Myth......Page 443
  Notes......Page 444
  Hypocrisy......Page 445
   Scenario A......Page 446
   Scenario B......Page 447
  Fuzzy Focus......Page 448
  Meteoric Rise And Abrupt Fall......Page 450
  Notes......Page 452
Epilogue......Page 454
 Ten Commandments for Leaders, Businessmen and Top Management......Page 455
Bibliography......Page 458
Index......Page 462