Managing quality dynamics:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English French |
| Published: |
New York u. a.
Prentice Hall
1991
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIII, 249 S. graph. Darst. |
| ISBN: | 0135534623 |
Staff View
MARC
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| 245 | 1 | 0 | |a Managing quality dynamics |c James Teboul |
| 250 | |a 1. publ. | ||
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Record in the Search Index
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|---|---|
| adam_text | CONTENTS
Foreword xi
Part 1 History and Definition of Quality 1
1 THE IMPORTANCE OF THE QUALITY DIMENSION 3
1.1 Towards a new quality approach 3
1.2 Why quality? 4
1.3 From quality control to quality dynamics in the West 11
1.4 More of the history of quality, or Japan looms again 17
2 THE DEFINITION OF QUALITY 24
2.1 What do we mean by quality? 24
2.2 Customers needs and the offer: squaring the circle 25
2.3 Quality of design 29
2.4 Quality of conformity 34
2.5 The plus of differentiation 38
2.6 The four stages of the quality trip 43
2.7 Official definitions 43
2.8 Consultants definitions 43
Part II Quality Strategies 49
3 CORRECTIVE AND DEFENSIVE STRATEGY:
QUALITY AS A PROBLEM 51
3.1 Process control 51
3.2 System control 57
3.3 Managing by programmes and costs 62
3.4 Steering change 65
• vii •
CONTENTS
4 QUALITY AS AN ECONOMIC AND SOCIAL
SOLUTION: PROCESS CONTROL AND
IMPROVEMENT 67
4.1 Quality as a priority: process control through prevention and
learning 68
4.2 Reintegrating quality responsibility into the process 71
4.3 Planning and prevention: engineering quality into the process 74
4.4 Control and stabilization of the process 81
4.5 Improvement and holding on to the gains 84
5 QUALITY AS AN ECONOMIC AND SOCIAL
SOLUTION: CONTROLLING AND IMPROVING THE
SYSTEM 89
5.1 Total quality in each function and department 89
5.2 Total quality across functions breaking down the barriers 93
6 QUALITY AS AN ECONOMIC AND SOCIAL
SOLUTION: INTERNAL TURNAROUND STRATEGY
AND CONDITIONS GOVERNING CHANGE 109
6.1 Management of change and leadership 110
6.2 Key elements of the change process 122
6.3 Conclusion 126
7 QUALITY AS A STRATEGIC SOLUTION: THE
SECOND REFORM AN OFFENSIVE STRATEGY 127
7.1 Processes revitalized by quality 128
7.2 Deploying quality throughout the system 137
7.3 External turnaround strategy 151
7.4 In conclusion 156
Part HI Quality in Services 157
8 IS THERE A SPECIFIC WAY OF MANAGING
QUALITY IN SERVICES? 159
8.1 An operational definition of a service 159
8.2 A difference of degree 163
8.3 Service specificity of the interface 163
9 QUALITY AT THE INTERFACE 165
9.1 Competitive positioning of the service: quality of design 165
9.2 Delivery of the service: quality of conformity 175
CONTENTS
Part IV The Change Process: Methodology and Tools 183
10 IMPLEMENTING CHANGE: INDUCTION
STRATEGIES, RESISTANCE AND MOTIVATION 185
10.1 Start up, or how to prime the pump 185
10.2 Spreading the movement, or how to multiply projects 189
10.3 Consolidation, or converting tries 194
10.4 Maintaining momentum and institutionalization 207
10.5 To summarize: what are the pitfalls? 208
11 METHODS AND TOOLS: AN ORIENTATION MAP 213
11.1 Statistical language and statistical tools 214
11.2 Overall vision and graphic modelling 217
11.3 Systematic progress methods 218
CONCLUSION 231
Bibliography 234
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| illustrated | Illustrated |
| indexdate | 2024-07-09T16:40:05Z |
| institution | BVB |
| isbn | 0135534623 |
| language | English French |
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| physical | XIII, 249 S. graph. Darst. |
| publishDate | 1991 |
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| publisher | Prentice Hall |
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| spelling | Teboul, James Verfasser aut Managing quality dynamics James Teboul 1. publ. New York u. a. Prentice Hall 1991 XIII, 249 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kwaliteitszorg gtt Qualité - Contrôle ram Services - Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003844299&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Teboul, James Managing quality dynamics Kwaliteitszorg gtt Qualité - Contrôle ram Services - Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4219057-5 |
| title | Managing quality dynamics |
| title_auth | Managing quality dynamics |
| title_exact_search | Managing quality dynamics |
| title_full | Managing quality dynamics James Teboul |
| title_fullStr | Managing quality dynamics James Teboul |
| title_full_unstemmed | Managing quality dynamics James Teboul |
| title_short | Managing quality dynamics |
| title_sort | managing quality dynamics |
| topic | Kwaliteitszorg gtt Qualité - Contrôle ram Services - Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Kwaliteitszorg Qualité - Contrôle Services - Qualité - Contrôle Quality control Qualitätsmanagement |
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