Customer driven project management: a new paradigm in total quality implementation
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
McGraw-Hill
1994
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXIII, 508 S. graph. Darst. |
| ISBN: | 0070037396 |
Internformat
MARC
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| 100 | 1 | |a Barkley, Bruce T. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Customer driven project management |b a new paradigm in total quality implementation |c Bruce T. Barkley ; James H. Saylor |
| 264 | 1 | |a New York u.a. |b McGraw-Hill |c 1994 | |
| 300 | |a XXIII, 508 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 7 | |a Projectmanagement |2 gtt | |
| 650 | 4 | |a Project management | |
| 650 | 4 | |a Total quality management | |
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Datensatz im Suchindex
| _version_ | 1804124242550194176 |
|---|---|
| adam_text | Preface xv
Acknowledgments xxi
Chapter 1. Introduction to Customer Driven Project Management 1
Introduction 1
Why Customer Driven Project Management? 3
Today s World 4
Today s World Demands Change 6
Focus on the Future 11
Customer Driven Project Management 12
Customer Driven Project Management Background 12
Definition of Customer Driven Project Management 17
Customer Driven Project Management Philosophy 19
Customer Driven Project Management Principles 19
The Uniqueness of Customer Driven Project Management 20
The Customer Driven Project Management Process 22
The Customer Driven Project Management Life Cycle 24
The Customer Driven Project Management Improvement Methodology 24
Main Points 27
Chapter 2. The Foundation of Customer Driven Project Management 31
Introduction 31
Foundation of Project Management 33
What Project Management Is 34
The Uniqueness of Project Management 34
Time, Cost, and Performance Tradeoffs 34
Matrix Organization 35
Project Management Philosophy 38
Project Management Principles 38
Project Management Cycles 39
Foundation of Total Quality Management 41
What Total Quality Management Is 47
Total Quality Management Philosophy 48
TQM Guiding Principles 49
The TQM Umbrella 50
TQM, a Unique Management Approach 51
vil
The Total Quality Management Process 52
TQM Methodology 53
Why Integrate Project Management and Total Quality Management? 59
Main Points 61
Chapter 3. Customer Driven Project Management: An Integrated
Approach 65
Introduction 65
Customer Driven Project Management Requires a Total Quality
Management Environment 67
Vision 68
Mission 70
Values 71
Leadership 72
The Leadership Issue: Quality, Performance, Cost, and Schedule 74
Involvement of Everyone and Everything 74
Management 75
People in the Organization 76
Suppliers and Customers 76
Teams 76
Include Everything 76
Continuous Improvement 77
Training and Education 78
Ownership 79
Empowerment 80
Reward and Recognition 80
Years of Commitment and Support 81
Focus on the Customer 82
Project Management System 83
Analysis 84
Planning 85
Implementation 86
Evaluation 87
CDPM Team Structure 87
Customer as Leader 91
Integrating the Customer into the Project 91
Main Points 92
Chapter 4. Customer Driven Project Management in Action 97
Introduction 97
Focus 99
Teamwork 101
Customer Driven Project Management Improvement Methodology 103
Phase 1: Define the Quality Issue 106
Phase 2: Understand and Define the Process 111
Phase 3: Select Improvement Opportunities 115
Phase 4: Analyze the Improvement Opportunities 117
Phase 5: Take Action 121
Phase 6: Check Results 130
Phase 7: Implement the Improvement 132
Phase 8: Monitor Results for Continuous Improvement 135
Phase 8a: Closeout 138
Main Points 139
Chapter 5. CDPM Tools and Techniques 143
Introduction 143
Customer Driven Teams 144
People Involvement Tools and Techniques 144
Definition Tools and Techniques 145
Understanding Tools and Techniques 145
Selection Tools and Techniques 146
Analysis Tools and Techniques 146
Project Management Tools and Techniques 147
System Development Tools and Techniques 147
Use of Tools and Techniques within the CDPM Improvement Methodology 148
Define Quality (customer satisfaction) Issue Tools and Techniques 148
Understand the Process Tools and Techniques 150
Select Improvement Opportunities Tools and Techniques 150
Analyze Improvement Opportunities Tools and Techniques 150
Take Action Tools and Techniques 151
Check Results Tools and Techniques 151
Implement Improvement Tools and Techniques 151
Monitor Results Tools and Techniques 152
Use of CDPM Tools and Techniques for Systems Development Project 152
Main Points 153
Chapter 6. Customer Driven Teams (CDTs) 155
Introduction 155
Traditional Project Teams 156
Customer Driven Teams (CDT) 157
Customer Driven Team Philosophy 161
Foundations for Establishing Customer Driven Teams 161
Establishing a Customer Driven Team 162
Determine the Focus 163
Develop Teamwork in the Customer Driven Team 163
The Customer Project Leader 164
Roles and Responsibilities 164
Selection Criteria 165
Customer s Voice Project Leader 165
The Project Facilitator 165
Roles and Responsibilities 166
Selection Criteria 167
Customer Driven Team Members 167
Roles and Responsibilities 168
Selection Criteria 168
Program Manager Team Member Roles and Responsibilities 168
Process Owner Team Member Roles and Responsibilities 169
The Customer Driven Team in Project Management and Team Development 169
Concept Phase and Orientation Stage 171
Definition Phase and Dissatisfaction Stage 172
Production Phase and Resolution Stage 173
Operations Phase and Production Stage 173
Closeout Phase and Disband Stage 174
Applications of Customer Driven Teams 174
Customer Driven Project Team 175
Customer Driven Quality Improvement Team 175
Customer Driven Work Teams 176
Main Points 177
Chapter 7. People Involvement Tools and Techniques 179
Introduction 179
individual Involvement 179
Teams â„¢1
Types of Teams 182
Teamwork 182
Benefits of Teamwork 182
Principles of Teamwork 183
Building Teamwork 184
Communication 192
Listening 195
Benefits of Active Listening 196
Focus Setting 196
Vision 196
Mission 197
Goal 198
Focus Setting Steps 199
Meetings 199
Rules of Conduct 200
Roles, Responsibilities, and Relationships 201
Focus Statement 201
Agenda 202
Team Meetings in Action 203
Meeting Critique 205
Brainstorming 206
Brainstorming Rules 206
Brainstorming Methods 208
Advanced Brainstorming Techniques 209
Presentations 210
Presentation Steps 210
Presentation Outline 212
Prepare the Presentation Materials 213
Produce the Presentation Materials 214
Arrange for the Presentation 214
Practice the Presentation 214
Give the Presentation 215
Conduct the Presentation 216
Follow Up on the Presentation 216
Main Points 217
Chapter 8. CDPM Definition Tools and Techniques 225
Introduction 225
Know Your Customers 226
Identify Customer Needs and Expectations 226
Develop Customer Relationships 228
Know Yourself 228
Know Your Product 229
Know the Competition 230
Quality Function Deployment 230
QFD House of Quality 231
QFD House of Quality Steps for Phase 1 232
Quality Function Deployment Example 233
Benchmarking 235
Benchmarking Steps 236
Benchmarking Example 236
Metrics 240
Steps in the Development of Metrics 241
Metrics Example 241
Main Points 246
Chapter 9. CDPM Understanding Tools and Techniques 249
Introduction 249
The Process 250
Process Diagram 256
Top Level Process Diagrams 256
Top Down Process Diagrams 258
Detailed Process Diagrams 260
Input/Output Analysis 262
Input Analysis 262
Output Analysis 263
Supplier/Customer Analysis 265
Surveys and Interviews 265
Supplier Analysis 267
Customer Analysis 267
Main Points 268
Chapter 10. CDPM Selection Tools and Techniques 271
Introduction 271
Selection Techniques 272
Selection Technique Steps 272
Voting 274
Selection Matrix 276
Selection Grid 280
Decision Making 281
Consensus 282
Decision by the Majority or Leader 284
Decision by Management 284
Main Points 284
Chapter 11. CDPM Analysis Tools and Techniques 287
Introduction 287
Process Analysis 288
Process Analysis Steps 289
Process Analysis Example 290
Work Flow Analysis 29°
Work Flow Analysis Steps 290
Work Flow Analysis Example 292
Cause and Effect Analysis 293
Cause and Effect Analysis Example 295
Data Statistical Analysis 297
Data Statistical Analysis Steps 297
Data Collection 298
Data Collection Plan 298
Data Collection Methods 298
Data Collection Charts 300
Data Collection Sampling 301
Types of Data 302
Data Arrangement 302
Data Charting 303
Analyzing the Data 312
Force field Analysis 315
Force field Analysis Steps 315
Force field Analysis Example 316
Main Points 317
Chapter 12. CDPM Project Management Tools and Techniques 319
Introduction 319
Contract 322
Work Breakdown Structure 324
Task List 330
Task List Construction 331
Task List Example 331
Project Schedule 332
Network Scheduling 334
Network Concepts 334
Risk Management 348
Calculated Risk Taking 349
Example of Risk Management: DoD 4245.7M 356
Outline for Reducing Risk 357
Project Management Information System 361
Project Information Needs 362
Project Information Modules 363
Main Points 363
Chapter 13. CDPM System Development/Improvement Tools and
Techniques 367
Introduction 367
System Development/Improvement 368
Concurrent Engineering 369
Concurrent Engineering Steps 370
Quality Function Deployment 371
Robust Design 371
Loss Function 373
Robust Design Phases 374
Statistical Process Control 375
Statistical Process Control Steps 375
Cost of Poor Quality 376
Miscellaneous Other Methodologies 376
Just in Time 376
Design for Manufacturing/Producibility 376
Total Production Maintenance 376
Mistake Proofing 377
Manufacturing Resource Planning 377
Computer Aided Design/Engineering/Manufacturing 377
Computer Integrated Manufacturing 377
Computer Systems 377
Information Systems 378
Total Integrated Logistics 378
Systems Development/Improvement Methodologies within the DoD 378
Computer Aided Acquisition and Logistics Support 378
In Plant Quality Evaluation 379
R M 2000 379
Value Engineering 379
Main Points 379
Chapter 14. Specific Applications of CDPM Today and in the Future 381
Introduction 381
CDPM Application Considerations 383
CDPM Application Process 384
Using the CDPM Application Process 385
Application of CDPM in the Future 411
Changes in Traditional Forces Support the Increasing Use of CDPM 412
The Future of CDPM 416
Main Points 416
Appendix A. Cases 419
Case 1: Logistics Communication 419
The Eight Phases 419
Case 2: Computer Based Training 422
The Eight Phases 422
Case 3: Higher Education 424
The Eight Phases 425
Case 4: Health Care Facility Financial Communication Systems 429
The Eight Phases 429
Appendix B. Personal and Professional Impacts of CDPM 431
Introduction 431
Self Development 432
Individual CDPM Competencies 435
Learning Process 436
Development Process 436
Using Performance Appraisal to Get Feedback 437
Empowerment 440
Empowered People 442
Empowerment Issues 443
Paradigms 443
Trained Incapacity 443
Avoided Test 444
External Constraints 444
The Empowerment Process 445
Appendix C. Assessment 447
Introduction 447
Malcolm Baldrige National Quality Award 1993
Award Criteria 448
1.0 Leadership 449
2.0 Information and Analysis 451
3.0 Strategic Quality Planning 454
4.0 Human Resource Development and Management 456
5.0 Management of Process Quality 460
6.0 Quality and Operation Results 464
7.0 Customer Focus and Satisfaction 465
Individual Assessment 469
Team Assessment: Teamwork 473
Abbreviations and Acronyms 481
Glossary 485
Bibliography 501
Index 505
|
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| spelling | Barkley, Bruce T. Verfasser aut Customer driven project management a new paradigm in total quality implementation Bruce T. Barkley ; James H. Saylor New York u.a. McGraw-Hill 1994 XXIII, 508 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Klantgerichtheid gtt Kwaliteitszorg gtt Projectmanagement gtt Project management Total quality management Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Projektmanagement (DE-588)4047441-0 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Projektmanagement (DE-588)4047441-0 s Qualitätsmanagement (DE-588)4219057-5 s Kundenmanagement (DE-588)4236865-0 s DE-604 Saylor, James H. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006545017&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Barkley, Bruce T. Saylor, James H. Customer driven project management a new paradigm in total quality implementation Klantgerichtheid gtt Kwaliteitszorg gtt Projectmanagement gtt Project management Total quality management Kundenmanagement (DE-588)4236865-0 gnd Projektmanagement (DE-588)4047441-0 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | Customer driven project management a new paradigm in total quality implementation |
| title_auth | Customer driven project management a new paradigm in total quality implementation |
| title_exact_search | Customer driven project management a new paradigm in total quality implementation |
| title_full | Customer driven project management a new paradigm in total quality implementation Bruce T. Barkley ; James H. Saylor |
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| title_full_unstemmed | Customer driven project management a new paradigm in total quality implementation Bruce T. Barkley ; James H. Saylor |
| title_short | Customer driven project management |
| title_sort | customer driven project management a new paradigm in total quality implementation |
| title_sub | a new paradigm in total quality implementation |
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