Small business total quality:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Chapman & Hall
1995
|
| Ausgabe: | 1. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XV, 216 S. graph. Darst. |
| ISBN: | 0412602709 |
Internformat
MARC
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| 100 | 1 | |a Huxtable, Neil |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Small business total quality |c Neil Huxtable |
| 250 | |a 1. ed. | ||
| 264 | 1 | |a London |b Chapman & Hall |c 1995 | |
| 300 | |a XV, 216 S. |b graph. Darst. | ||
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Foreword
Paul Spenley, Director, Peratec xi
Introduction xii
How to use this book xvi
Part One BACKGROUND TO TOTAL QUALITY
1 The small business in context 3
1.1 Introduction 3
1.2 Characteristics of the small business 4
1.3 The family firm 5
1.4 Small business concerns 6
1.5 Chapter summary 7
2 Quality why bother? 9
2.1 What is Quality? 9
2.2 Historical background 11
2.3 BS 5750/ISO 9000 and Total Quality 14
2.4 Immediate decisions 17
2.5 Chapter summary 17
Part Two PLANNING FOR TOTAL QUALITY
3 The planning process 21
3.1 The need for planning 21
3.2 Commencing the planning process 23
3.3 Developing a mission statement 28
CONTENTS
3.4 Education, policy and responsibility 32
3.5 The Quality manager 35
3.6 Organization design 38
3.7 Chapter summary 40
4 Quality diagnosis 41
4.1 Quality review 41
4.2 Customer review 42
4.3 Staff opinions 47
4.4 Business process analysis 49
4.5 Chapter summary 55
5 The cost of quality 57
5.1 Definition 57
5.2 Why calculate the cost of Quality? 60
5.3 How to calculate the cost of Quality 63
5.4 Chapter summary 69
6 Customers and suppliers 71
6.1 The customer 71
6.2 Internal customer supplier chains 74
6.3 Customer care 80
6.4 External suppliers 81
6.5 Complaints handling 83
6.6 Chapter summary 85
7 Leadership 87
7.1 A typical scenario ... 87
7.2 Leadership and Quality 88
7.3 Leadership and communication 93
7.4 Leadership and recognition 95
7.5 Leadership and supervision 95
7.6 Chapter summary 96
8 Teamwork 97
8.1 Team dynamics 97
8.2 Team development 102
8.3 Teamwork and leadership style 103
8.4 Role of the facilitator 105
8.5 Quality implementation team 105
8.6 Corrective action teams (CATs) 107
8.7 Continuous improvement teams (CITs) 109
8.8 Good meeting guide 111
8.9 Chapter summary 112
viii
muM:
CONTENTS |
9 Quality measurement and problem solving 115
9.1 Performance measures 115
9.2 Statistical process control 116
9.3 Benchmarking 118
9.4 The problem solving cycle 122
9.5 Thoughts of the Japanese 125
9.6 Chapter summary 127
10 Quality management systems (BS 5750/ISO 9000) 129
10.1 Introduction 129
10.2 Background 129
10.3 Details of the standard 130
10.4 Quality system documentation 132
10.5 Gaining registration 133
10.6 Marketing Quality Assurance (MQA) 134
10.7 Collaboration of effort 136
10.8 Chapter summary 137
11 Investment in staff 139
11.1 Staff empowerment 139
11.2 Quality training needs 141
11.3 An analytical approach 142
11.4 Investors in People 144
11.5 Performance appraisal and reward 146
11.6 Payment systems 150
11.7 Development of a suggestion scheme 152
11.8 Chapter summary 154
Part Three IMPLEMENTATION OF TOTAL QUALITY
12 TQM implementation 159
12.1 Where to start? 159
12.2 Understanding and commitment 162
12.3 Getting the management team on board 163
12.4 Planning the implementation 164
12.5 Quick wins 166
12.6 Sustaining commitment 166
12.7 Review 167
12.8 Chapter summary 167
ix
CONTENTS
13 Final thoughts 169
13.1 Some do s and don ts 169
13.2 Groups and societies 170
13.3 Use of consultants 171
13.4 Quality of life 176
APPENDICES
A Glossary of terms 181
B Problem solving tools and techniques 187
B.I Introduction 187
B.2 Brainstorming 189
B.3 List reduction 190
B.4 Paired comparisons 191
B.5 Cause and effect diagrams 193
B.6 Force field analysis 194
B.7 Data collection 195
B.8 Histograms 196
B.9 Pareto analysis 197
B.10 Charts 198
B.ll Problem solving log 200
B.12 Failure mode and effect analysis (FMEA) 201
C Further reading and video selection 203
D Useful addresses and sources of
further information 207
Index 211
x
|
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| institution | BVB |
| isbn | 0412602709 |
| language | English |
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| spelling | Huxtable, Neil Verfasser aut Small business total quality Neil Huxtable 1. ed. London Chapman & Hall 1995 XV, 216 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kleinbedrijf gtt Kwaliteitszorg gtt Small business Great Britain Management Total quality management Great Britain Klein- und Mittelbetrieb (DE-588)4031031-0 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Großbritannien Qualitätsmanagement (DE-588)4219057-5 s Klein- und Mittelbetrieb (DE-588)4031031-0 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006928162&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| subject_GND | (DE-588)4031031-0 (DE-588)4219057-5 |
| title | Small business total quality |
| title_auth | Small business total quality |
| title_exact_search | Small business total quality |
| title_full | Small business total quality Neil Huxtable |
| title_fullStr | Small business total quality Neil Huxtable |
| title_full_unstemmed | Small business total quality Neil Huxtable |
| title_short | Small business total quality |
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