The Baldrige: what it is, how it's won, how to use it to improve quality in your company
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
McGraw-Hill
1992
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXII, 281 S. |
| ISBN: | 0070269122 |
Internformat
MARC
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| 245 | 1 | 0 | |a The Baldrige |b what it is, how it's won, how to use it to improve quality in your company |c Christopher W. L. Hart ; Christopher E. Bogan |
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Datensatz im Suchindex
| _version_ | 1804123389333340160 |
|---|---|
| adam_text | Contents
Foreword xffi
Preface xvü
Acknowledgments xxi
Part 1. The Meaning of Baldrige
1. The Background to Baldrige 3
The Evolution of the Quality Spirit 3
The Problem of Defining Quality 4
Quality before Baldrige 4
Frederick Taylor and Frank Gilbreth 5
G. S. Radford and Inspecüon 5
Walter Shewhart and Statistical Process Control 6
Harald Dodge and Harry Romig—Sampling 6
The Deming Synthesis 7
The Birth of the American Society for Quality Control 7
The Juran Breakthrough 7
Armand Feigenbaum and Total Quality Control 8
Philip Crosby and the Popularization of Quality 8
The Call for an Industrial Policy 9
2. The Baldrige Era 11
Where the Award Came from, and Why 11
Congress Acts 12
The Goals of the Baldrige Award 13
Giving Meaning and Legitimacy to the Award 14
v
vi Contents
The Baldrige Review Process 17
The Four Stages of Review 17
Stege One 17
Stege Two 18
Stege Three 18
Stege Four 19
The Baldrige Award versus the Deming Prize: A Comparison 20
Winning in the True Sense of the Word 22
Positive Results of the Baldrige Award 22
The Power of an Idea Whose Time Has Come 23
Winners of the Malcolm Baldrige National Quality Award 24
1988 25
1989 26
1990 27
1991 29
3. Navigating Baldrige 31
Continuous Improvement 32
Planning and Processes 33
Processes and Prevention 35
Internal and Low frequency Processes 35
The Concept of Satisfaction 35
Qualiiy as an Ongoing Relationship 36
Benchmarking 37
A Roadmap to Continuous Improvement 38
4. The Baldrige Assessment Process 39
Five Types of Assessment 40
The Baldrige Short Course 41
The Long Course 42
Do It Yourself Assessment 42
Collaborative Assessment 44
Outside Expert Assessment 45
The Benefits of Self assessment 45
The Outcome of Self assessment 45
A Comparison of the Five Assessment Types 46
How to Do a Baldrige Self assessment 47
Building the Assessment Team 49
When You Need Help 50
Who Should Lead? 50
Which Division to Spotlight? 51
5. The Baldrige Scoring and Evaluation Process 53
Approach 53
Prevention based 55
Evaluatton/Improvement Cycles 56
Contents vii
Appropriateness of Tools, Techniques, and Methods 56
Effecüveness of Use of Tools, Techniques, and Methods 57
Systematic, Integrated, and Consistently Applied 57
Quantitative based 59
Innovative Approaches 59
Deployment 61
Application by All Work Units to All Appropriate Processes
and Acüviües 61
Product/Service Characteristics 62
Transactions and Interactions 62
Internal Processes, Activiües, Facilities, and Employees 62
Results 63
Unraveling the Mysteries of Scoring 64
Evaluation 66
Part 2. The Seven Pillars
6. The Baldrige Structure 69
The Baldrige Design 71
Baldrige Mega concepts 72
Involve Everyone in the Organization in Quality 73
Continuously Improve 75
Measure 75
Benchmark 76
Integrate 76
Build Teams 77
Define Quality from the Customer s Point of View 77
Educate 78
Involve Suppliers 78
Shorten Cycle Time 78
Develop a Vision 79
Plan 80
Make Quality Strategie 80
Simplify 80
Think Systems 80
Tie Approach to Results 81
Empower Employees 81
Deploy Systems Fully 82
Take Charge 82
Why These 15 or 20 Things Are Important 82
Baldrige Descriptors 83
7. The First Pillar: Leadership 85
Leadership 86
Quality Begins at the Top 86
The New View of Quality 88
viü Contents
Senior Executive Leadership 89
Personal Involvement 89
Quality Values 93
A Quality Bridge to Employees 94
Documenting Quality Values 95
Management for Quality 95
Solving the Middle Management Problem 96
Linking Middle Managers to the Quality Process 96
Public Responsibility 99
Small Company Service Options 100
Beyond the Expected 101
8. The Second Pillar: Information and Analysis 103
The Good and the Bad 104
Scope and Management 104
What Data to Gather 106
Complexity versus Simplicity 107
Focus on Preventive Data 108
Analysis 108
Choosing the Right Analytical Method 110
Managing and Maintaining 112
Comparisons and Benchmarks 114
Stealing Shamelessly 115
Right and Wrong Ways to Benchmark 115
Obstacles to Benchmarking 116
9. The Third Pillar: Strategie Quality Planning 119
The Evolution of Quality Planning 120
Stage One 120
Stage Two 121
Stage Three 121
Stage Four 122
Quality versus Business? 124
Seeing the Big Picture 124
Strategie Quality Planning Process 125
Dissecüng the Quality Planning Process 126
Quality Goals and Plans 132
10. The Fourth Pillar: Human Resource Development
and Management 133
The Employee as Internal Customer 134
Human Resource Management 137
Employee Involvement 138
The Baldrige Vision 139
Teams and Suggestion Systems 139
Contents ix
Other Involvement Techniques 141
The Power of Empowerment 142
Employee Education and Training 143
What Kind of Training Do You Need? 144
Quality Orientation 144
Special Modules 145
Evaluation 146
Performance and Recognition 146
Employee Well being and Morale 149
11. The Fifth Pillar: Management of Process Quality 151
Design and Introduction of Quality Products and Services 152
Market Research 154
Analysis of Benefits and Costs 155
The Need to Validate 155
Cadillac s Design and Introduction Process 156
Product and Service Production and Delivery Processes 157
Product versus Service QA 159
Quality Assessment 160
Business Processes and Support Services 161
Supplier Quality 162
Documentation Issues 164
12. The Sixth Pillar: Quality and Operational Results 167
The Importance of Demonstrating Results 168
Signs of Success and Failüre 169
Rules of Thumb 169
13. The Seventh Pillar: Customer Focus and Satisfactlon 175
Essentials of Customer Satisfaction 176
Determining Your Customers s Future Requirements
and Expectations 178
Successful Market Segmentation 179
One Baldrige Winner s Segmentation Approach 179
Segmentation at Federal Express 180
Other Segmentation Approaches 181
Customer Relationship Management 182
Baldrige as Marriage Counselor 182
Going the Extra Mile for Customers 183
Use the Telephone 184
The Importance of Training 185
Customer Service Standards 185
Commitment to Customers 187
Complaint Resolution 188
Customer Satisfaction Determination 189
X Contents
14. The Future of Baldrige 191
The Passion of John Hudiburg 191
Complaints about the Baldrige 192
The Suspicion That the Award Is Just Not Fair 193
The Award Is Superflcial, Marketing oriented Fluff 193
There Is Something Amiss in the Criteria 193
The Award Process Is Permeated with Conflicts
of Interest 193
Something Is Amiss in the Application and Judging
Processes 194
The Award Is Held Hostage by Its Winners 194
Winning the Baldrige Award May Be Its Own
Punishment 195
Keeping the Baldrige a Model for Ongoing Improvement 195
A Nonprofit Baldrige? 196
Is That All There Is? 197
Part 3. The Baldrige Toolkit
15. Executive Exercises 201
Vision Statements 201
Step One 202
Step Two 204
Step Three 204
Role Model Behavior and Managerial Effectiveness 204
Step One 205
Step Two 205
Sharing Success Stories 208
Step One 208
Step Two 209
Step Three 209
Managing the Employee Development and Retention Process 209
Step One 216
Step Two 216
Step Three 219
Managing for Customer Saüsfaction 219
Step One 221
Step Two 221
Step Three 221
Key Indicators of Quality Excellence 225
16. Baldrige Resources 253
Available from the Malcolm Baldrige National Quality
Award Office 253
Available from the American Society for Quality Control 254
Available from the National Technological University 255
Available from Audio Archives International, Inc. 256
Contents Xl
17. Community, State, Industry Speciflc, and National
Quality Awards 257
Community Quality Awards 258
The Erie Quality Award 258
State Quality Awards 259
Connecticut Quality Improvement Award 259
The Margaret Chase Smith Maine State Quality Award 259
The United States Senate Productivity Awards for Maryland
and the Maryland Center Excellence Awards 260
Armand V Feigenbaum Massachusetts Quality Award 261
The Minnesota State Quality Award 261
The Governor s Excelsior Award 261
The North Carolina Quality Leadership Award 262
The U.S. Senate Productivity Awards for Virginia and the Award
for Continuing Excellence 263
The Wyoming Governor s Quality Award 263
Industry Specific Quality Awards 264
Shingo Prize for Excellence in Manufacturing 264
The President s Award for Quality and Productivity
Improvement 264
The NASA Excellence Award/George M. Low Award 265
Quality Cup 266
American Society for Quality Control 266
Selected National Quality Awards 267
Glossary 269
Notes 273
Index 279
|
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| spelling | Hart, Christopher W. L. Verfasser aut The Baldrige what it is, how it's won, how to use it to improve quality in your company Christopher W. L. Hart ; Christopher E. Bogan New York u.a. McGraw-Hill 1992 XXII, 281 S. txt rdacontent n rdamedia nc rdacarrier Malcolm Baldrige National Quality Award Total quality management United States Malcolm Baldrige national quality award (DE-588)4358815-3 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf USA USA (DE-588)4078704-7 gnd rswk-swf USA (DE-588)4078704-7 g Qualitätsmanagement (DE-588)4219057-5 s DE-604 Malcolm Baldrige national quality award (DE-588)4358815-3 s Bogan, Christopher E. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005978071&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hart, Christopher W. L. Bogan, Christopher E. The Baldrige what it is, how it's won, how to use it to improve quality in your company Malcolm Baldrige National Quality Award Total quality management United States Malcolm Baldrige national quality award (DE-588)4358815-3 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | The Baldrige what it is, how it's won, how to use it to improve quality in your company |
| title_auth | The Baldrige what it is, how it's won, how to use it to improve quality in your company |
| title_exact_search | The Baldrige what it is, how it's won, how to use it to improve quality in your company |
| title_full | The Baldrige what it is, how it's won, how to use it to improve quality in your company Christopher W. L. Hart ; Christopher E. Bogan |
| title_fullStr | The Baldrige what it is, how it's won, how to use it to improve quality in your company Christopher W. L. Hart ; Christopher E. Bogan |
| title_full_unstemmed | The Baldrige what it is, how it's won, how to use it to improve quality in your company Christopher W. L. Hart ; Christopher E. Bogan |
| title_short | The Baldrige |
| title_sort | the baldrige what it is how it s won how to use it to improve quality in your company |
| title_sub | what it is, how it's won, how to use it to improve quality in your company |
| topic | Malcolm Baldrige National Quality Award Total quality management United States Malcolm Baldrige national quality award (DE-588)4358815-3 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Malcolm Baldrige National Quality Award Total quality management United States Malcolm Baldrige national quality award Qualitätsmanagement USA |
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