Total quality control essentials: key elements, methodologies, and managing for success
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York u.a.
McGraw-Hill
1992
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturangaben |
| Physical Description: | XV, 312 S. graph. Darst. |
| ISBN: | 0070595488 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Foreword xi
Preface xiii
Chapter 1. The Quality Revolution 1
Overview—The Genesis of Total Quality Control 1
Benefits of Quality 2
PIMS Study 3
Deming Prize Data 3
Specific Data from One Company 4
Benefits of a TQC Effort 5
Objective of a Total Quality Control Effort s
Definition of Quality 6
Need for a System 6
Key Elements of TQC 8
Questions and Answers on the Quality Revolution 9
Summary: The Quality Revolution 10
References 11
Chapter 2. Customer Obsession 13
Overview 13
Customer Obsession via a Systematic Approach 15
Customer Complaint and Feedback Management System 15
Need for a System to Manage Customer Complaints 17
Customer Complaint and Feedback System 18
Promoting and Facilitating the System 22
Trends in a Customer Complaint and Feedback System 25
Summary: Customer Complaint and Feedback System 27
Customer Satisfaction Surveys 27
Conducting Customer Satisfaction Surveys 28
Setting Priorities for Issues and Customer Comments 29
Customer Satisfaction Model 30
Other Types of Customer Satisfaction Data 32
Ensuring Follow Up to Customer Satisfaction Surveys 33
vi Contents
Competitive Benchmarking 33
Purpose of Benchmarking 33
What Can Be Benchmarked? 34
Benchmarking Process 34
Capturing the Customer s Voice and Needs 38
Why Do Products Succeed in the Marketplace? 39
Quality Function Deployment 42
Meeting and Exceeding Customer Needs 43
Attractive Quality in Products 43
Attractive Quality in Services 43
Questions and Answers on Customer Obsession 45
Summary: Creating a Customer Obsessed Organization 46
References 46
Chapter 3. The Planning Process 49
Overview 49
Essentials of a Planning Process 50
Long Range Plan 51
Annual Plan 53
Hoshin Planning Process 54
Daily Management, or Business Fundamentals, Plan 56
Launching the Plan 56
Hoshin Plan Reviews 56
Hoshin Plan: Ensuring Success 56
Relation between Hoshin Plan and Daily Management Plan 58
MBO or Hoshin Planning? 58
Formats and Guidelines 58
Annual Hoshin Plan 58
Chief Executive s Objectives 64
Deployment and Cascading of Objectives 68
Implementation Plan 72
Daily Management, or Business Fundamentals, Plan 74
Control Limits 78
Setting Numerical Targets 79
Review for Hoshin and Daily Management, or Business Fundamental, Plans 80
Planning: Putting It All Together 85
Planning Calendar 85
Planning for Special or R D Projects 85
Planning and Budgeting 87
Questions and Answers on Hoshin and Daily Management, or Business
Fundamentals, Planning 87
Summary: The Planning Process 90
References 91
Chapter 4. The Improvement Cycle 93
Overview 93
Selecting Items to Improve 94
Cost of Poor Quality 95
PDCA Cycle 96
The Shewhart and Doming Cycle 97
The PDCA Cycle 97
The CA PDCA Cycle 97
Contents vii
QC Story 97
Modified and Improved PDCA Cycle 98
Relationship between Improvement and Control 98
Benefits of the PDCA Improvement Cycle 99
Detailed PDCA Cycle 100
Plan Stage 100
Do Stage 106
Check Stage 108
Act Stage 109
Seven Quality Control Tools and Other Methodologies m
Education of Employees 112
Source of Errors and Defects 114
Human Errors 114
Where Can You Use the PDCA Cycle? 114
Example in PDCA Format 116
Standards 118
Benefits of Standards 120
Important Points for Creating Standards 120
Preventing Recurrence 120
Problem Solving Hierarchy 122
Questions and Answers on the Improvement Cycle 124
Summary: The Improvement Cycle 125
References 126
Chapter 5. Daily Process Management 127
Overview 127
Daily Process Management 128
The Process Concept 128
The Requirements for Daily Process Management 129
Prerequisites for Good Process Management 130
Identifying Key Processes to be Managed 132
Competitive Benchmarking 133
Product Development Process 133
Introduction to QFD 136
Review of QFD Basics via the Pencil Example 141
Developing the Customer s Voice for QFD 147
Recommendations for Increasing QFD Success in Your Company 149
Summary of QFD 154
Design Standards 154
Thermal Design and Measurement 155
Component Derating 155
Specific Electrical and Mechanical Standards 156
Supplier Management 156
Failure Mode Effects Analysis 157
Analysis of the New Product Development Process via the Project
Postmortem and T Type Matrix 160
The Project Postmortem 161
The T Type Matrix 167
Summary of Project Postmortem and T Type Matrix 178
Quality Assurance System 178
Quality Assurance Improvement Cycle 181
Quality Checkpoints Chart and System 181
The Sales Process 187
The Sales Funnel 187
viii Contents
The Sales Situation 190
Identifying Appropriate Performance Measures 190
Sales Won or Lost Postmortem 193
Summary of Sales Process 198
Managing Other Processes 199
Reducing Design Time or Time to Market 200
Questions and Answers on Daily Process Management 201
Summary: Daily Management Process 202
References 203
Chapter 6. Employee Participation 205
Overview 205
Quality Circle, or Team, Activity 206
Management of Quality Circle, or Team, Activity 206
An Important Afterword on Quality Circles and Teams 211
Employee Suggestion Schemes 211
Guidelines for an Employee Suggestion Scheme 211
Promotion and Measurement of Activity 216
Education in Quality Methodologies 219
Publicity, Promotion, and Recognition 220
Some Questions and Answers on Employee Participation 221
Summary: Employee Participation 226
Chapter 7. Getting Started and Ongoing Management 227
Overview: Why Start a TQC Effort? 227
The Quality Steering Committee 228
Establishing a Quality Vision and Goal 229
Getting Up a TQC Headquarters Function 230
Phases of a TQC Effort 230
Introduction Phase 231
Acceleration Phase 231
Cruising Phase 232
Second Accelerationn Phase 232
Second Cruising Phase 233
TQC and Time Management 233
The Basic Activities of a Manager 233
Fitting the TQC Elements in the Itoh Model 235
Some Questions and Answers on Getting Started and Some General
Questions on TQC 237
Summary: Getting Started and Ongoing Management 239
Chapter 8. Conducting TQC Audits, or Reviews 241
Overview 241
Deming Prize and Malcolm Baldrige Award Criteria 242
Deming Prize Criteria 242
Malcolm Baldrige National Quality Award 245
Comparison between the Deming Prize and the Malcolm Baldrige Award 246
A TQC Review Procedure 247
The TQC Review Process 247
An Agenda for the Review 248
Detailed Checklist for the Review 250
Contents ix
Scoring System 250
Review Checklist 252
The Review Team 267
Preparing and Issuing the TQC Review Recommendations 269
Common Problems Discovered during the Review Process and
Some Review Guidelines 269
Presidential Audits, or Executive Reviews 274
Review Agenda for Presidential Audit 275
Issuing Recommendations after a Presidential Audit, or Executive Review 278
Summary: Conducting TQC Reviews 278
Chapter 9. Some Thoughts on the Essence of TQC 281
Quality First 281
Continuous Improvement 281
Attractive Quality 282
Supporting Methodologies and Techniques 282
Customers First 282
Supporting Methodologies and Techniques 283
The Importance of the Way or Process 283
Balance between Standards and Creativity 283
Supporting Methodologies and Techniques 283
The Organization That Learns and Grows 283
Supporting Methodologies and Techniques 284
TQC: Organization and People Running at Peak Efficiency 284
TQC, Creativity, and Success 284
Conclusion 285
Appendix 1. Improvement Project to Reduce Dissatisfied
Customers Using the PDCA Cycle 287
Appendix 2. The Seven Quality Control Tools and the New
Seven Tools 297
Bibliography 305
Index 307
|
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| spelling | Soin, Sarv S. Verfasser aut Total quality control essentials key elements, methodologies, and managing for success Sarv Singh Soin New York u.a. McGraw-Hill 1992 XV, 312 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Literaturangaben Quality control Total quality management HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005433029&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Soin, Sarv S. Total quality control essentials key elements, methodologies, and managing for success Quality control Total quality management |
| title | Total quality control essentials key elements, methodologies, and managing for success |
| title_auth | Total quality control essentials key elements, methodologies, and managing for success |
| title_exact_search | Total quality control essentials key elements, methodologies, and managing for success |
| title_full | Total quality control essentials key elements, methodologies, and managing for success Sarv Singh Soin |
| title_fullStr | Total quality control essentials key elements, methodologies, and managing for success Sarv Singh Soin |
| title_full_unstemmed | Total quality control essentials key elements, methodologies, and managing for success Sarv Singh Soin |
| title_short | Total quality control essentials |
| title_sort | total quality control essentials key elements methodologies and managing for success |
| title_sub | key elements, methodologies, and managing for success |
| topic | Quality control Total quality management |
| topic_facet | Quality control Total quality management |
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