Deming's 14 points applied to services:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York u.a.
Dekker u.a.
1991
|
| Series: | Quality and reliability
25 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XI, 148 S. graph. Darst. |
| ISBN: | 0824785177 |
Staff View
MARC
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| 264 | 1 | |a New York u.a. |b Dekker u.a. |c 1991 | |
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| 337 | |b n |2 rdamedia | ||
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| 490 | 1 | |a Quality and reliability |v 25 | |
| 600 | 1 | 4 | |a Deming, W. Edwards <1900-1993> |q (William Edwards) |
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Record in the Search Index
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|---|---|
| adam_text | I
I
I
Contents
About the Series v
Preface vü
1. Introduction 1
Background 1
Quality Control in Japan 2
Deming s Influence in the United States 3
Scope of Quality of Service 3
Definition of Quality Service 4
Multiplicity of Quality Characteristics 4
New and Discontinued Products 5
A Sample of One 5
Service Management and the Customer 6
Prevention of Non Quality 6
The Deming Plan 6
ix
j
x Contents
2. Deming s 14 Points 7
1. Create Constancy of Purpose for Improvement of
Product and Service 8
2. Bring About a New Age 12
3. Avoid Massive Inspection 14
4. Buy for Quality, Not for the Price Tag 19
5. Continuously Hunt for Areas to Be Improved 24
6. Train Workers for Quality Performance 27
7. Institute Modern Methods of Supervision 28
8. Drive Out Fear 30
9. Break Down Barriers Between Departments 31
10. Eliminate Numerical Goals, Posters, and Slogans 35
11. Eliminate Work Standards That Prescribe Numerical
Quotas 37
12. Eliminate Barriers to Pride in Workmanship 39
13. Institute a Vigorous Program of Education and
Retraining 40
14. Put Everyone to Work Bringing About this
Transformation 42
3. A Quality Program for Services 45
1. Survey Customers Requirements 45
2. Conduct an Employee Survey 52
3. Conduct a Problem Survey 55
4. Start a Program 62
5. Provide Total Training 64
6. Train Salespersons, Clerks, and Attendants 66
7. Introduce Statistical Techniques 68
8. Collect Data 81
9. Emphasize Teamwork and Responsibility in Problem
Solving 86
4. Quality Improvement 91
10. Detect and Prevent Errors 91
11. Reduce Delays and Lost Time 113
12. EnsureSafety 119
Contents xi
13. Avoid Purchasing Defective Products 125
14. Take into Account the Leaming Curve 128
15. Institute a Suggestion System 130
16. Understand How Quality Improves Productivity 131
17. Aimfor Quality Improvement 136
18. Understand the Cost of Non Quality 136
References 139
Index 141
|
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| id | DE-604.BV009035809 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:28:59Z |
| institution | BVB |
| isbn | 0824785177 |
| language | English |
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| physical | XI, 148 S. graph. Darst. |
| publishDate | 1991 |
| publishDateSearch | 1991 |
| publishDateSort | 1991 |
| publisher | Dekker u.a. |
| record_format | marc |
| series | Quality and reliability |
| series2 | Quality and reliability |
| spelling | Rosander, Arlyn C. Verfasser aut Deming's 14 points applied to services A. C. Rosander New York u.a. Dekker u.a. 1991 XI, 148 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Quality and reliability 25 Deming, W. Edwards <1900-1993> (William Edwards) Service industries Quality control Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Qualitätskontrolle (DE-588)4047968-7 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s Qualitätskontrolle (DE-588)4047968-7 s DE-604 Quality and reliability 25 (DE-604)BV002814761 25 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005978070&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Rosander, Arlyn C. Deming's 14 points applied to services Quality and reliability Deming, W. Edwards <1900-1993> (William Edwards) Service industries Quality control Dienstleistungssektor (DE-588)4012183-5 gnd Qualitätskontrolle (DE-588)4047968-7 gnd |
| subject_GND | (DE-588)4012183-5 (DE-588)4047968-7 |
| title | Deming's 14 points applied to services |
| title_auth | Deming's 14 points applied to services |
| title_exact_search | Deming's 14 points applied to services |
| title_full | Deming's 14 points applied to services A. C. Rosander |
| title_fullStr | Deming's 14 points applied to services A. C. Rosander |
| title_full_unstemmed | Deming's 14 points applied to services A. C. Rosander |
| title_short | Deming's 14 points applied to services |
| title_sort | deming s 14 points applied to services |
| topic | Deming, W. Edwards <1900-1993> (William Edwards) Service industries Quality control Dienstleistungssektor (DE-588)4012183-5 gnd Qualitätskontrolle (DE-588)4047968-7 gnd |
| topic_facet | Deming, W. Edwards <1900-1993> (William Edwards) Service industries Quality control Dienstleistungssektor Qualitätskontrolle |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005978070&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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