TQM: Management processes for quality operations:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis.
ASQC Quality Press
1993
|
| Series: | ASQC total quality management series
2 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XV, 336 S. |
| ISBN: | 0873892267 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Acknowledgments ix
Preface xi
Introduction xv
1 TQM—A Management Overview 1
Current Management Practices 3
TQM Outline 9
The Management Triangle 10
The Goal 10
Customer Focus 12
Management Structure 13
Mechanics 13
Bibliography 14
2 Organizational Structure 17
A Structural Overview 18
Roles 20
Relationships 25
Rules 28
Procedures 29
Policies 30
Rituals 31
Controls 31
A Structural Checklist 34
Bibliography 36
v
vi TQM: Management Processes for Quality Operations
3 The Quality Culture 37
The Culture Pyramid 39
Developing a Quality Culture 41
The Culture Changes 46
Aiding the March to Quality 51
Bibliography 53
4 Performance Management 55
System Overview 56
Job/Position Analysis 61
Job/Position Descriptions 64
Performance Standards 68
Bibliography 72
5 Work Force Quality—Hiring Correctly 75
Employee Planning 76
Structure for Applicant Requirements 78
Recruiting 81
Resume Review 85
The Interview 86
Reference Checks 96
The Decision 97
Bibliography 102
6 Performance Improvement 103
Performance Goals 104
Performance Appraisal 107
The Performance Improvement Process 117
Disciplinary Actions 120
Bibliography 122
7 Planning for Quality 125
Problems 126
Planning Concepts 129
Planning Requirements 130
Understanding Planning 133
Goals of a Quality Plan . 138
Identification of Need 138
Product Quality Deployment 139
Creation of Values 140
Bibliography 142
8 Implementation—The Critical Step 145
Potential Obstacles 146
Program Implementation 149
Contents vii
The Quality Council 153
The Quality Policy 160
Bibliography 161
9 The Quality Manual 163
Philosophy Section 163
Policy 164
Internal Quality Section 167
Supplier Certification 173
Customer Service/ Customer Relations 174
The Awards and Recognition Program 175
Bibliography 181
10 Quality Teams 183
Leadership Requirements 185
An Overview of Quality Teams • 186
Barriers to Teamwork 189
Developing the Quality Team foundation 191
Team Requirements 198
Overcoming Team Problems 200
Who Leads? 202
Employing Teams .,. 203
Quality Team Rewards 204
Quality Teams—Where Should We Be Headed? 205
Hold it Newt—We re Not Finished Yet 206
Bibliography 208
11 Managing Change 211
The Changes Managers Face 214
Change Facts 216
Reaction to Change 217
Leading Change 221
Implementing and Managing Change 227
Keys to Successful Change 232
Become a Change Leader 232
Bibliography 233
12 The Customer Defined 235
Defining QCS 237
QCS and the External Customer 239
The Internal Customer 241
Difficulties with the QCS Concept 242
Customer Expectations 244
Potential Errors 248
Bibliography 255
viii TQM: Management Processes for Quality Operations
13 The Customer Served 255
The Internal Problem 257
Customer Complaints 259
Appraising QCS 260
Maximizing QCS 263
A QCS Management Plan 267
Customer Relations 268
Questions Concerning bur Customer 270
Bibliography 271
14 Time Management 273
The Nature of Time 274
Where Did My Day Go? 276
The Value of Time 279
Major Time Wasters 282
Procrastination 294
Gaining Control 297
Bibliography 302
15 Management Ethics 305
Hiring, Firing, and Promotion 309
Performance 313
QCS and Customer Relations 314
Security 316
Community Relations 317
Labor Relations 318
Making the Ethical Decision 319
Bibliography 323
Index 325
|
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| isbn | 0873892267 |
| language | English |
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| physical | XV, 336 S. |
| publishDate | 1993 |
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| publisher | ASQC Quality Press |
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| series | ASQC total quality management series |
| series2 | ASQC total quality management series |
| spelling | Johnson, Richard S. Verfasser aut TQM: Management processes for quality operations Richard S. Johnson Milwaukee, Wis. ASQC Quality Press 1993 XV, 336 S. txt rdacontent n rdamedia nc rdacarrier ASQC total quality management series 2 Kwaliteitszorg gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 ASQC total quality management series 2 (DE-604)BV008257970 2 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005485157&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Johnson, Richard S. TQM: Management processes for quality operations ASQC total quality management series Kwaliteitszorg gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | TQM: Management processes for quality operations |
| title_auth | TQM: Management processes for quality operations |
| title_exact_search | TQM: Management processes for quality operations |
| title_full | TQM: Management processes for quality operations Richard S. Johnson |
| title_fullStr | TQM: Management processes for quality operations Richard S. Johnson |
| title_full_unstemmed | TQM: Management processes for quality operations Richard S. Johnson |
| title_short | TQM: Management processes for quality operations |
| title_sort | tqm management processes for quality operations |
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