Total quality management: the route to improving performance
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Oxford u.a.
Butterworth-Heinemann
1993
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Publisher description Table of contents Inhaltsverzeichnis |
| Beschreibung: | X, 463 S. graph. Darst. |
| ISBN: | 0750609931 |
Internformat
MARC
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| 245 | 1 | 0 | |a Total quality management |b the route to improving performance |c John S. Oakland |
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Datensatz im Suchindex
| _version_ | 1804122589886414848 |
|---|---|
| adam_text | Contents
Preface ix
PART ONE The Foundations A Model for TQM 1
1 Understanding quality 3
1.1 Quality and competitiveness 3
1.2 Understanding and building the quality chains 6
1.3 Managing processes 12 A
1.4 Quality starts with marketing 16
1.5 Quality in all functions 18
Chapter highlights 19
2 Commitment and leadership 22
2.1 The total quality management approach 22
2.2 Commitment and policy 24 ^
2.3 Creating or changing the culture 28 x
2.4 Effective leadership 31
2.5 Ten points for senior management the foundations
of the TQM model 35
Chapter highlights 40
3 Design for quality 43
3.1 Innovation, design and improvement 43 A
3.2 Quality function deployment (QFD) the house of quality 45
3.3 Design control and management 53
3.4 Specifications and standards 57
3.5 Quality design in the service sector 59
Chapter highlights 63
PART TWO TQM The Role of the Quality System 67
4 Planning for quality 69
4.1 Quality planning 69
4.2 Flowcharting 72
4.3 Detailed flow process charts and flow diagrams 77
vi Contents
4.4 Planning for purchasing 86
4.5 Planning for just in time (JIT) management 92
Chapter highlights 99
5 System design and contents 101
5.1 Why a documented system? 101
5.2 Quality system design 103
5.3 Quality system requirements 106
5.4 Quality systems in the service sector, marketing,
and the environment 118
5.5 The rings of confidence 124
Chapter highlights 125
6 System documentation, implementation and
assessment 128
6.1 The quality system documentation 128
6.2 Quality information systems 133
6.3 Implementation of the system 137
6.4 Securing prevention by audit and review of the system 141
6.5 Towards a TQM standard for assessment 147
Chapter highlights 157
PART THREE TQM The Tools and
the Improvement Cycle 161
7 Measurement of quality 163
7.1 Measurement and the improvement cycle 163
7.2 The metrics and the processes 169
7.3 The implementation of performance measurement systems 178
7.4 Benchmarking 180
Chapter highlights 184
8 Costs of quality 186
8.1 Cost effective quality management 186
8.2 Data and sources 191
8.3 Assumptions, risks and benefits 197
8.4 The process model for quality costing 200
8.5 Managing the quality cost system 204
Chapter highlights 213
9 Tools and techniques for quality improvement 215
9.1 A systematic approach 215
9.2 Some basic tools and techniques 216
9.3 Failure mode, effect and criticality analysis (FMECA) 237
Contents vii
9.4 Statistical process control (SPC) 244
9.5 Quality improvement techniques in non manufacturing 248
Chapter highlights 251
10 Some additional techniques for design, reliability,
maintenance and process improvement 254
10.1 Seven new tools for quality design 254
10.2 Measuring quality with time reliability 269
10.3 Improving maintenance performance 272
10.4 Further techniques for process improvement 276
Chapter highlights 281
PART FOUR TQM The Organizational,
Communication and Teamwork Requirements 285
11 Organization for quality 287
11.1 People and the organizational structure 287
11.2 Responsibilities and performance management 289
11.3 Departmental purpose analysis 296
11.4 The quality function and the quality director or manager 298
11.5 Selection of people 303
11.6 Councils, committees and teams 303
Chapter highlights 315
12 Culture change through teamwork for quality 318
12.1 The need for teamwork 318
12.2 Some theories and models for teamwork: action centred
leadership 321
12.3 Stages of team development 333
12.4 Team roles and personality types 339
12.5 Implementing teamwork for quality improvement
the DRIVE model 349
Chapter highlights 360
PART FIVE TQM The Implementation 363
13 Communications for quality 365
13.1 Communicating the total quality strategy 365 l
13.2 Types of communication 370
13.3 Ten methods of communication for quality improvement 374
13.4 Communication skills 378
Chapter highlights 385
viii Contents
14 Training for quality 387
14.1 It s Wednesday it must be training 387
14.2 A systematic approach to quality training 390
14.3 Starting where and for whom? 393
14.4 Training programmes and their design 397
14.5 Follow up and quality counselling 403
Chapter highlights 405
15 Implementation of TQM and the management
s of change 407
15.1 TQM and the management of change 407
15.2 Integrating TQM into the strategy of the business 411
15.3 Planning the implementation of TQM 424
15.4 Continuous improvement and the TQM model 430
15.5 How long can TQM survive? 435
Chapter highlights 440
Appendix A Three American gurus 443
Appendix B TQM bibliography 448
Index 457
|
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| title | Total quality management the route to improving performance |
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| title_short | Total quality management |
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