Beyond total quality management: toward the emerging paradigm
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
McGraw-Hill
1994
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXVIII, 817 S. graph. Darst. |
| ISBN: | 0070066787 0071132384 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV008893605 | ||
| 003 | DE-604 | ||
| 005 | 19950627 | ||
| 007 | t | ||
| 008 | 940218s1994 d||| |||| 00||| engod | ||
| 020 | |a 0070066787 |9 0-07-006678-7 | ||
| 020 | |a 0071132384 |9 0-07-113238-4 | ||
| 035 | |a (OCoLC)29023401 | ||
| 035 | |a (DE-599)BVBBV008893605 | ||
| 040 | |a DE-604 |b ger |e rakddb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-19 |a DE-703 |a DE-824 |a DE-188 | ||
| 050 | 0 | |a HD62.15 | |
| 082 | 0 | |a 658.562 |2 21 | |
| 084 | |a QP 321 |0 (DE-625)141854: |2 rvk | ||
| 245 | 1 | 0 | |a Beyond total quality management |b toward the emerging paradigm |c Greg Bounds ... |
| 264 | 1 | |a New York u.a. |b McGraw-Hill |c 1994 | |
| 300 | |a XXVIII, 817 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 4 | |a Qualité totale | |
| 650 | 4 | |a Total quality management | |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Bounds, Greg |e Sonstige |4 oth | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005884438&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-005884438 | ||
Datensatz im Suchindex
| _version_ | 1804123251546259456 |
|---|---|
| adam_text | Contents
Preface xix
CHAPTER 1 Global Competitiveness and the Emerging Paradigm 1
Chapter Outline 1
Chapter Overview 2
An Accepted Definition of Total Quality Management 2
Pervasive Change and Paradigm Shifts 5
The Nature of Paradigms and Paradigm Shifts 6
Stages of the Managerial Paradigm Shift 7
The Stage of Normalcy for Management 10
Traditional Management 10
The Diversions of the Cold War 11
The Stage of Anomalies for Management 13
Evidence of a Shift 13
Explanations for the Anomalies 14
Sources of Japanese Competitiveness 16
Competitive Response to Anomalies 21
The Role of the Baldrige Award in the Shift 26
Small and Midsize Companies Seize the Challenge 27
The Stage of Replacement: A New Paradigm 28
Themes of the New Paradigm 29
Theme 1: Customer Value Strategy 29
Theme 2: Organizational Systems 30
Theme 3: Continuous Improvement 32
The Message of This Text 34
Concluding Comments 36
Summary of Key Points 37
Key Terms 38
Discussion Questions 38
ix
x Contents
Experiential Exercise 38
References 38
CHAPTER 2 TQM and the Foundation of the Emerging Paradigm 40
Chapter Outline 40
Chapter Overview 41
Introduction 41
The Concept of Quality 44
The Transcendent View of Quality 45
A Critique of the Transcendent View of Quality 45
The Evolution of Quality Approaches 46
The Inspection Era 47
The Statistical Quality Control Era 48
The Quality Assurance Era 55
The Strategic Quality Management Era 59
Total Quality Management 60
Strategy, Quality, and Customer Value 63
The Continuous Improvement Philosophy 66
The Total View of Quality 79
Beyond Total Quality Management 80
The Nature of the Paradigm Shift 82
Concluding Comments 83
Summary of Key Points 84
Key Terms 84
Discussion Questions 85
Experiential Exercise 85
References 85
CHAPTER 3 Organizational Culture and Paradigm Shift 87
Chapter Outline 87
Chapter Overview 88
Introduction 89
Toward a Culture Supporting the Emerging Paradigm 89
Key Principles 90
Culture and Organizational Purpose 96
The Rational View of Organizations 97
The Cultural View of Organizations 98
What Is Culture? 100
Culture Defined 101
A Holistic View of Culture 101
An Example of Culture Change for Control Theory 104
The Interrelatedness of Cultural Levels 111
Contents xi
Why Culture Emerges 112
Achieving External Adaptation 112
Achieving Internal Integration 113
How Culture Develops 114
The Role of Founders and Leaders 114
Mechanisms for Developing Culture 116
Cultural Development as a Learning Process 119
Shared Understandings 120
Culture as a Guide to Behavior 121
Group Nonconformity 122
Individual Nonconformity 123
Strong Culture and Nonconformity 124
Where to Begin Culture Change 124
Summary of Key Points 125
Key Terms 126
Discussion Questions 126
Experiential Exercises 126
References 127
CHAPTER 4 Management Role Responsibilities 130
Chapter Outline 130
Chapter Overview 131
The Importance of Managerial Roles 131
Role Responsibilities and Managerial Performance 133
Culture and Role Systems 134
A Managerial Role Responsibilities Framework 135
Traditional Management Roles 136
A Shift to a New Agenda for Continuous Improvement 138
Diversity of Role Accomplishments 139
A Framework Combining Types and Domains of Accomplishments 139
Types of Accomplishments for Continuous Improvement 141
Domains of Accomplishments for Superior Customer Value 145
Using the MAT Framework for Role Systems 153
Role Responsibility Differences 154
Depicting Managerial Role Responsibilities 154
Consequences of Gaps: Role System Inadequacy 160
The Nature of Managerial Role Responsibilities 162
The Key to Culture Change 166
Summary of Key Points 166
Key Terms 166
Discussion Questions 167
Experiential Exercise 167
References 167
xii Contents
CHAPTER 5 Concepts of Customer Value 170
Chapter Outline 170
Chapter Overview 171
Introduction 172
The Concept of Value 172
Monetary Value 172
Buyer Value 173
Customer Value 175
Customers Identified and Defined 178
Market Segmentation 178
Improving Match by Refinement of Market Segments 178
Who Uses the Product or Service? 180
A Broader Use Process 181
Customer Value as a Means/End Relationship 183
Concern for End Use 184
Product Attributes and Characteristics 185
Consequences as Benefits or Sacrifices 186
End States and Evaluative Criteria 186
Customer Value Processes 188
Realized Value versus Anticipated Value 188
Individual Valuation Process 189
Organizational Valuation 192
Abbreviated Attitude Formation 195
Abbreviated Valuation Processes 196
The Influence of Norms on Choice (Intention to Buy) 198
Purchase Behavior (Actual Buying) 199
Use Experience 200
Customer Value Strategy 201
Examples of Revitalized Demand 202
Implementing a Customer Value Strategy 203
Concluding Comments 203
Summary of Key Points 204
Key Terms 204
Discussion Questions 204
Experiential Exercise 205
References 205
CHAPTER 6 Strategic Management and the Emerging Paradigm 209
Chapter Outline 209
Chapter Overview 211
Introduction 211
The Growing Role of Strategic Management 211
Defining Strategy 213
Who Is Involved in Strategic Management? 215
The Emerging Paradigm and Strategic Management 215
Contents xiii
Strategic Management of Customer Value 216
Defining the Business 218
Writing a Mission Statement 218
Vision Statement 220
Using Market Opportunity Analysis to Define the Business 221
Stakeholder Analysis 224
Corporate Values/Philosophy/Principles 226
External Analyses 227
Remote Environment Analysis 227
Industry Analysis 228
Competitor Analysis 230
Forecasting and Prioritizing the Opportunities and Threats 231
Internal Analysis 232
Performance Analysis 232
Function, Activity, and Process Analyses 233
Portfolio Analysis 235
Defining Key Problems and Strategic Issues 235
Root Problems versus Symptoms 235
Strategic Alternatives 237
Goals and Objectives 237
Long Term Strategies 239
Competitive Strategy versus Cooperative Strategy 240
Evaluating Strategic Alternatives 241
Strategic Choice and Strategy Implementation 241
Annual Goals and Objectives 242
Action Plans and Policies 242
Leadership and Management 244
Systems and Structure 245
Organization Culture 246
Human Resource Management 246
Evaluation of Strategy Implementation 247
Summary of Key Points 248
Key Terms 248
Discussion Questions 249
Experiential Exercises 249
References 250
CHAPTER 7 Measuring Customer Value 253
Chapter Outline 253
Chapter Overview 254
Focusing on Customer Value 254
Customer Needs, Product Quality, Customer Value, or Satisfaction? 255
Customer Value and the Garbage Business 258
Service Quality at North American Phillips 259
A General Methodology for Learning about Customer Value 259
xiv Contents
Techniques for Measuring Customer Value 263
Techniques for Measuring Consumer Value 263
Techniques for Measuring Commercial Customer Value 268
Principles of Measurement 270
Avoiding Value Measurement Errors 272
Using Customer Value Measures 273
Translating Learning into Strategy and Systems 273
Methods for Improving System Performance 275
Quality Function Deployment 276
Implementing the QFD Process 278
Improvement of Systems and Processes 281
Satisfaction and Dissatisfaction Measurement 282
Measures of Customer Satisfaction 282
The Dynamics of Value and Implications for Measurement 286
Refining Satisfaction and Dissatisfaction Measurement 287
Implications for Strategy 289
Summary of Key Points 291
Key Terms 291
Discussion Questions 291
Experiential Exercises 292
References 292
CHAPTER 8 Organizing to Improve Systems 296
Chapter Outline 296
Chapter Overview 297
Introduction 298
The System View 299
Aligned Subsystems of the Organization 301
Horizontal Work Flows to Serve Customers 302
Systems of Combined Horizontal and Vertical Flows 303
Key Elements of Systems 304
Hierarchical Management 307
Problems with Hierarchical Management 308
The Inadequacy of Hierarchical Teams 310
Growing Complexity 311
Building Horizontal Linkages to Patch the Hierarchy 313
Ad Hoc Teams 315
Committee Structure 317
Internal Customers 317
System Ownership 318
Matrix Management 319
Cross Functional Systems Approach 320
Systems Focused on Products 325
Systems Focused on Customers 328
The Advantages of System Ownership 332
Contents xv
The Limitations of System Ownership Approaches 336
Beyond Structural Change 337
Summary of Key Points 338
Key Terms 338
Discussion Questions 339
Experiential Exercise 339
References 339
CHAPTER 9 Variation: Interpreting its Meaning 342
Chapter Outline 342
Chapter Overview 343
Introduction 343
Recognizing and Interpreting Variation 345
Key Ideas 345
Effects of Variation 348
Variation in Consumer Products 348
Variation in Consumer Services 349
Variation in Organizational Inputs 349
Variation in Future Conditions 350
Variation Produced inside the Organization 351
Theories for Interpreting the Meaning of Variation 352
Ignoring Variation 353
Imposing Arbitrary Standards 354
Overreacting to Variation 356
Shewhart s Theory and Method to Interpret Variation 357
Stable versus Unstable Variation 357
The Statistical Control Chart 358
Interpreting Control Charts 363
Constructing Control Charts 365
Use of the Information Contained in Variation 392
Other Tools for Analysis of Data 393
Remarks on the Use of Tools 397
Summary of Key Points 397
Key Terms 398
Discussion Questions 398
Experiential Exercises 399
References 399
CHAPTER 10 Variation: Understanding Causes 401
Chapter Outline 401
Chapter Overview 402
Introduction 402
Key Ideas 403
Variation Linked to Causes 404
xvj Contents
Example: Product Quality 404
Example: Corporate Accounts Payable 412
Example: Sales Promotions 418
Interpreting Results 421
Treating Results Produced by Common Causes as if They Came from a Special Cause 422
Arbitrary Targets 423
Action on Special Causes 425
Interdependence of Organizational Results: A Hypothetical Factory 426
Evaluating Performance of Systems and People 432
Learning and Action for Improvement 435
Elements of a System for Organization wide Improvement 435
Systematic Learning: PDSA 439
Summary of Key Points 441
Key Terms 441
Discussion Questions 442
Experiential Exercise 442
References 442
CHAPTER 11 Strategic Linkage of Operations through Employee
Involvement 444
Chapter Outline 444
Chapter Overview 445
Introduction 445
Definition of Employee Involvement 447
Establishing Employee Involvement within a Strategic Context 447
Establishing the Context: Utilizing the MAT Framework 447
Improving Operational Proficiency 450
A Pull Model of Employee Involvement 451
The Organizational Forms of Employee Involvement 452
Mistakes to Be Avoided When Implementing Employee Involvement 466
Human Resource Implications of Employee Involvement 467
Summary of Key Points 471
Key Terms 472
Discussion Questions 472
Discussion Exercise 473
References 473
CHAPTER 12 Cultural Change and Organizational Learning 476
Chapter Outline 476
Chapter Overview 477
Introduction 477
TQM at Advanced Computer Technology: Journey
into Cultural Change 478
Change and Organizational Culture 480
The Difficulty of Triggering Change 481
Contents xvii
Cultural Change as a Paradigm Shift 482
Causing a Transformational Change 483
The Baldrige Award as a Trigger for Change 483
The Critical Path of Change 487
Frame Breaking Change 489
Leverage Points for Driving Transformational Change 490
The Importance of Sensitivity to Cultural Impediments to Transformational Change 495
Assessing Organizational Culture 497
Who Should Do the Cultural Analysis 497
Data Gathering 498
Organizational Learning and Transformational Change 501
Espoused Theory and Theory in Use 503
Double Loop versus Single Loop Learning 503
Continuous Improvement Requires Continuous Learning 504
Conclusion 505
Summary of Key Points 505
Key Terms 506
Discussion Questions 506
Discussion Exercise 507
References 507
Case Studies 511
Federal Express: The Vision Made Real 511
IBM Rochester: The Seasons of Change 538
John Young: Hewlett Packard s Champion of Change 575
St. Mary s Continuous Quality Improvement 596
Toyota, Part I: The Standardization of Culture 620
Toyota, Part II: Customer Satisfaction Measurement 642
Toyota, Part III: Toyota Production System and Kaizen 663
Toyota, Part IV: The Culture of Standardization 678
Xerox, Part I: Establishing the Vision 710
Xerox, Part II: Realizing the Vision 731
Xerox, Part III: Accomplishing Behavioral Change 754
Xerox, Part IV: Xerox 2000: Putting It Together
Building the New Xerox 755
Glossary 791
Indexes
Name and Company Index 799
Subject Index 805
|
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV008893605 |
| callnumber-first | H - Social Science |
| callnumber-label | HD62 |
| callnumber-raw | HD62.15 |
| callnumber-search | HD62.15 |
| callnumber-sort | HD 262.15 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QP 321 |
| ctrlnum | (OCoLC)29023401 (DE-599)BVBBV008893605 |
| dewey-full | 658.562 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.562 |
| dewey-search | 658.562 |
| dewey-sort | 3658.562 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01404nam a2200385 c 4500</leader><controlfield tag="001">BV008893605</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">19950627 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">940218s1994 d||| |||| 00||| engod</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0070066787</subfield><subfield code="9">0-07-006678-7</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0071132384</subfield><subfield code="9">0-07-113238-4</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)29023401</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV008893605</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakddb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-19</subfield><subfield code="a">DE-703</subfield><subfield code="a">DE-824</subfield><subfield code="a">DE-188</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HD62.15</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.562</subfield><subfield code="2">21</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 321</subfield><subfield code="0">(DE-625)141854:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Beyond total quality management</subfield><subfield code="b">toward the emerging paradigm</subfield><subfield code="c">Greg Bounds ...</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York u.a.</subfield><subfield code="b">McGraw-Hill</subfield><subfield code="c">1994</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXVIII, 817 S.</subfield><subfield code="b">graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Kwaliteitszorg</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Qualité totale</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Total quality management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Bounds, Greg</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005884438&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-005884438</subfield></datafield></record></collection> |
| id | DE-604.BV008893605 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:26:48Z |
| institution | BVB |
| isbn | 0070066787 0071132384 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005884438 |
| oclc_num | 29023401 |
| open_access_boolean | |
| owner | DE-19 DE-BY-UBM DE-703 DE-824 DE-188 |
| owner_facet | DE-19 DE-BY-UBM DE-703 DE-824 DE-188 |
| physical | XXVIII, 817 S. graph. Darst. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | McGraw-Hill |
| record_format | marc |
| spelling | Beyond total quality management toward the emerging paradigm Greg Bounds ... New York u.a. McGraw-Hill 1994 XXVIII, 817 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kwaliteitszorg gtt Qualité totale Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 Bounds, Greg Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005884438&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Beyond total quality management toward the emerging paradigm Kwaliteitszorg gtt Qualité totale Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4219057-5 |
| title | Beyond total quality management toward the emerging paradigm |
| title_auth | Beyond total quality management toward the emerging paradigm |
| title_exact_search | Beyond total quality management toward the emerging paradigm |
| title_full | Beyond total quality management toward the emerging paradigm Greg Bounds ... |
| title_fullStr | Beyond total quality management toward the emerging paradigm Greg Bounds ... |
| title_full_unstemmed | Beyond total quality management toward the emerging paradigm Greg Bounds ... |
| title_short | Beyond total quality management |
| title_sort | beyond total quality management toward the emerging paradigm |
| title_sub | toward the emerging paradigm |
| topic | Kwaliteitszorg gtt Qualité totale Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Kwaliteitszorg Qualité totale Total quality management Qualitätsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005884438&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT boundsgreg beyondtotalqualitymanagementtowardtheemergingparadigm |