The human dimension of quality:
This is the first book on quality to focus on how the people involved in a quality programme influence its success or failure. Too many organizations are disappointed by the results of a quality initiative - but what really is going wrong? The Human Dimension of Quality shows ways of encouraging com...
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London u.a.
McGraw-Hill
1995
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Summary: | This is the first book on quality to focus on how the people involved in a quality programme influence its success or failure. Too many organizations are disappointed by the results of a quality initiative - but what really is going wrong? The Human Dimension of Quality shows ways of encouraging commitment, enthusiasm and long-term productivity from all members of the organization by not simply concentrating on the mechanics of plans and processes but by taking heed of the interpersonal issues and working within them. This book is practical, stimulating, entertaining and has the potential to transform the effect of your quality initiative. |
| Physical Description: | XXIV, 259 S. graph. Darst. |
| ISBN: | 0077090519 |
Staff View
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| 520 | 3 | |a This is the first book on quality to focus on how the people involved in a quality programme influence its success or failure. Too many organizations are disappointed by the results of a quality initiative - but what really is going wrong? The Human Dimension of Quality shows ways of encouraging commitment, enthusiasm and long-term productivity from all members of the organization by not simply concentrating on the mechanics of plans and processes but by taking heed of the interpersonal issues and working within them. This book is practical, stimulating, entertaining and has the potential to transform the effect of your quality initiative. | |
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| adam_text | Contents
Foreword: Professor Stuart Sutherland xi
Preface xiii
Acknowledgements xvii
Introduction xix
PART I QUALITY REVISITED 1
1 The pressures for quality improvement 5
Difficulties with Japanese and western cultures 7
The reluctance to invest 10
Common problems in the marketing of quality 11
2 The keys to quality 16
Quality control: the roots of TQM 17
Who are the customers? 19
Markets and stratified customer networks 26
3 Creating quality: understanding and meeting customer
needs 31
Operational problems with definitions of quality 31
Identifying customer priorities 34
Assessing customer focus 37
4 The management of variance 40
Variation in processes 41
Process capability 42
Process design 44
Process stability 45
Characteristics of stable processes 47
Control charts 52
Implications for stable processes 57
The key elements influencing process variation 62
Case study: Quality Hotels pic 65
viii Contents
5 Using control charts to improve performance 69
Determining causes of performance variation 72
Comparative benchmarking 74
Some practical considerations 79
6 Gathering and using customer focused information 84
Financial information versus customer information 85
TQM heresy 86
Quality certification and quality awards 88
Summary and key points 92
PART H: THE ENEMY WITHIN 95
7 Individual irrationality 99
Irrationality in action 100
The whisperings within 105
Short term, long term 106
The mismanagement of risk 108
8 Deep thought 115
The case of Robyn and Jack 119
Mean statistics 122
Puzzles, problems and facts 125
Solving puzzles ingenuity and patience 128
Problems 131
The central characteristics of problems 134
Facts 136
Ten facts about TQM 137
9 Collective irrationality 140
The power of conformity 140
The shift to risk 142
The undiscussibles 146
Them and us 149
Tribal warfare 152
Summary and key points 156
PART HI: EVOLVE AND SURVIVE 159
10 The Evolutionary organization 161
Using models of organizations 163
Understanding survival 164
Balancing stability and change 166
Contents ix
11 Management implications 168
Letting go of the horse 172
Managing convergent and divergent variation 174
Some organizational implications 178
Summary and key points 179
PART IV: MAKING THE FUTURE 183
12 Misunderstanding the nature of TQM 185
Suggestions for progress 191
Managing stability and change 192
13 The organizational filter 194
Information 197
Trust 198
Shared values 200
Suggestions for progress 203
Sample diagnostic materials 204
14 Making better decisions 214
Suggestions for progress 215
Matched pairs analysis 216
Secret ballots 219
15 The role of the individual in TQM 221
The rule of thirds 223
The structure of individual competence 224
E = MC2 226
The role of management 229
Common management weaknesses in TQM 230
Suggestions for improvement 231
Management styles inventory 236
Five key activities 242
The effective management of time 245
16 The challenge of change 251
Recommended further reading 254
References 254
Index 257
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| isbn | 0077090519 |
| language | English |
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| spelling | Thomas, Brian Verfasser aut The human dimension of quality Brian Thomas London u.a. McGraw-Hill 1995 XXIV, 259 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier This is the first book on quality to focus on how the people involved in a quality programme influence its success or failure. Too many organizations are disappointed by the results of a quality initiative - but what really is going wrong? The Human Dimension of Quality shows ways of encouraging commitment, enthusiasm and long-term productivity from all members of the organization by not simply concentrating on the mechanics of plans and processes but by taking heed of the interpersonal issues and working within them. This book is practical, stimulating, entertaining and has the potential to transform the effect of your quality initiative. Kwaliteitszorg gtt Personeelsmanagement gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006762165&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Thomas, Brian The human dimension of quality Kwaliteitszorg gtt Personeelsmanagement gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | The human dimension of quality |
| title_auth | The human dimension of quality |
| title_exact_search | The human dimension of quality |
| title_full | The human dimension of quality Brian Thomas |
| title_fullStr | The human dimension of quality Brian Thomas |
| title_full_unstemmed | The human dimension of quality Brian Thomas |
| title_short | The human dimension of quality |
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