Gower handbook of quality management:
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
Aldershot u.a.
Gower
1994
|
| Edition: | 2. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXXI, 790 S. graph. Darst. |
| ISBN: | 0566074516 |
Staff View
MARC
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| 245 | 1 | 0 | |a Gower handbook of quality management |c ed. by Dennis Lock ... |
| 246 | 1 | 3 | |a Handbook of quality management |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a Aldershot u.a. |b Gower |c 1994 | |
| 300 | |a XXXI, 790 S. |b graph. Darst. | ||
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| 650 | 7 | |a Assurance qualité |2 ram | |
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Record in the Search Index
| _version_ | 1804124893182164992 |
|---|---|
| adam_text | Contents
List of tables xiii
List of figures xv
Notes on contributors xxi
Preface xxix
PART 1 QUALITY POLICY AND CONCEPTS
1 The Quality Concept and Objectives 3
Frank Price
Quality: The latest buzzword? Quality: is it important? Quality:
leadership through commitment Further reading
2 Total Quality Management 10
John Oakland
Quality A traditional misconception of quality management The
Total Quality Management approach Commitment and attitude
to quality The three hard components of TQM Developing the
hard components of TQM Implementing TQM Conclusion
Further reading
3 Corporate Culture 28
PrabhuS. Guptara
The nature of corporate culture Culture mapping Cultural devel¬
opment Response to change Three myths Conclusion
Further reading v
CONTENTS
4 Benchmarking 36
Sylvia Codling
Applying benchmarking Locating benchmarking partners The
12 step benchmarking model Managing benchmarking in the
organization Benchmarking code of conduct Benchmarking and
quality awards Useful organizations References and further
reading
5 Customer First A Strategy for Quality Service 53
Denis Walker
What is service? Service strategy Planning and running a service
programme The importance of ownership Managing a service
business Pitfalls The potential benefits Further reading
PART 2 QUALITY RELATED COSTS AND BENEFITS
! 6 Quality related Costs 71
I John Edge and David J. Smith
I Types of quality related costs Life cycle costs Safety and the
j / costs of risk reduction Introducing a quality cost system
I / References and further reading
1 /
y 7 Quality related Benefits 85
p.
I j 77m Seville
i Reviewing the benefits The quality issue in transactions
¦ ! Conclusion References and further reading
8 Budgeting for Quality 93
John D. Hunt
The historical and organizational background Quality function:
parametric or global estimates Quality audits, assessments and
reviews Synthesized global estimates Reality: a sad postscript
References and further reading
PART 3 LEGISLATION AND STANDARDS
9 Statutory Provisions 121
David J. Smith
The Health and Safety Executive The Health and Safety at Work
Act 1974 Industrial hazards Product liability The environ¬
ment The role of quality management Further reading
CONTENTS
10 National and International Standards 133
Trevor C. Ashton
Aims and principles of standardization International standard¬
ization European standardization and the European
Community National standardization Certification Company
standards Standards for engineering design Conclusion
Useful addresses Further reading
PART 4 QUALITY ORGANIZATION AND ADMINISTRATION
11 Quality Organization and Programmes 159
Don Harrison
Organizing for design quality Formal organization for conform¬
ity quality Vendor assurance Informal organization for con¬
formity quality Establishing a quality programme
12 Documentation and Records 175
Dennis Lock
Documents and quality Document identification
Documentation of changes Suppliers documents Traceability
Document disposition Filing and archiving Further reading
13 Essential Quality Procedures 192
John Edge and David J. Smith
Introduction The need for procedures Hierarchy of pro¬
cedures Quality system examples for Gowertronics Ltd
Quality systems for High Technology Corporation (HTC)
References
14 BS ISO 9000 Certification 219
FredHavard
Introduction The standards Who can register? The certifica¬
tion process Benefits and problems Conclusion Further
reading
15 Quality Audits and Reviews 229
Gordon Staples
Reasons for audits Types of audits Internal audits External
audits Audit reports and records Follow up activities
Conclusion Further reading vii
CONTENTS
PART 5 QUALITY IN DESIGN AND ENGINEERING
16 Design Objectives 265
Robin Plummer
Motivation Market intelligence Clarification of the express
requirements Evaluation of the implied requirements
Clarification of the express and implied requirements of related
legislation Choice of market sector Design parameters
Quality assured design Failure mode effect and criticality analy¬
sis Feedback from production Role of the Design Council
Design objectives Further reading
17 Quality Control of Design 276
Robin Plummer
Definitions Design teams Design interfaces Design architec¬
ture Design methodology Design review Documentation
change and configuration control (DCCC) Conclusion Further
reading
18 Product Reliability 287
David Newton
Introduction Value of prototype testing Relevance of reliabil¬
ity measurement Reliability engineering in design and develop¬
ment Failure mode and effect analysis (FMEA) Fault tree
analysis (FTA) Summary: FMEA and FT A Numerical reliability
prediction Reliability analysis of test and service data
Component reliability Repairable systems Further reading
19 Software Quality and Reliability 327
David J. Smith
Software failures Growth of standards and guidelines
Traditional methods Integrity of safety related systems
Typical checklists A more formal approach to software quality
The software design cycle Formal requirements methods
Static analysis Dynamic test tools Metrics Accreditation
Further reading
20 Value Engineering 352
Darek Celinski
Conducting value engineering The value engineer The value
engineering team Introducing value engineering in an organiza
, • j tion Conclusion References and further reading
CONTENTS
21 Quality Function Deployment 364
Angus Hill
Introduction History and development of QFD Philosophy ver¬
sus technique New product introduction The QFD methodol¬
ogy The QFD process steps Benefits and difficulties
References and further reading Acknowledgements
22 Change Control 387
Dennis Lock
The impact of changes The change committee Decision crite¬
ria Design freeze Engineering change requests Production
permits and related procedures
PART 6 PURCHASING AND MATERIALS HANDLING
23 Quality of Bought out Materials 403
Robin Plummer
Auditing and assessing, techniqes, theory and practice
Purchase specifications Purchase orders Goods inwards
Stores procedures Vendor rating Further reading
24 Just in Time and Supplier Development 411
D. M. Lascelles andB. G. Dale
The JIT concept The customer supplier relationship Starting
supplier development References and further reading
Acknowledgement
25 Handling, Storage, Packaging and Delivery 427
John Oxley
Introduction What do handling, storage, packaging and deliv¬
ery operations involve? Examples of poor performance
Quality monitoring Quality systems BS ISO 9000 The impact
of quality systems on handling, storage, packaging and delivery
operations The role of information technology Conclusion
Further reading
26 Quality of Bought out Services 442
Robin Plummer
Understanding the problem The building blocks Statistical
process control Incident reporting Specifying the objectives ix
CONTENTS
to be achieved by the service Auditing and assessing Quality
management of services such as maintenance contracts
Consultancy Product and design support Conclusion
PART 7 STATISTICAL PROCESS CONTROL
27 An Introduction to Statistics for Quality
Applications 453
David Newton
Data Probability Probability plotting Further reading
28 Process Capability 493
David Newton
Assignable and unassignable causes Capability analysis
29 Control Charts: 1 Shewhart Charts 507
David Newton
To interfere or to ignore? The control chart for sample averages
Control of variation: the ranges chart The average and range
(jF. R) chart Control charts for attributes Software for statisti¬
cal process control (SPQ Further reading
30 Control Charts: 2. Cusum Charts 531
David Newton
Basic cusum procedure Cusum charts for variables Cusum
charts for attributes Summary and recommendations for fur¬
ther reading
PART 8 QUALITY FUNCTIONS IN MANUFACTURING
31 Inspection 547
Robin Plummer
Definition of inspection Reasons for inspection Planning
inspection Fitness for purpose How much to inspect
Seriousness classification Inspection stamps Errors in inspec¬
tion Cost of inspection
32 Functional Testing 557
Geoffrey Leaver
The role of testing Fitness for purpose Measurement Testing
x Automation of testing Test procedures Measuring service quality
CONTENTS
33 Inspection Tools and Equipment 573
Trevor Ashton
Introduction Quality assurance and standards General con¬
trol principles Selection of checking equipment Checking and
calibrating Control discipline Records Storage Education
and training Use of automatic test equipment Further reading
34 Metrology 588
Joyce Brick
Some definitions The role of measurement in achieving quality
The role of Government Measurement traceability and mea¬
surement assurance The operation of NAMAS Future mea¬
surement needs International cooperation Further reading
35 Managing Nonconformities 608
RayH. Spencer
The pitfalls and the opportunities Definitions Decision criteria
Process for dealing with nonconformity Controls System
implementation Improvements Conclusion Further reading
36 Servicing 628
Gordon Staples
Introduction Essential interfaces and support for the servicing
organization Organization and resources Service reports and
records Product modification during service Unscheduled
servicing Servicing as a quality product
PART 9 PARTICIPATIVE QUALITY IMPROVEMENT
37 Common and Special Problems 641
John Edge
Management controllable variation Worker controllable varia¬
tion Managing organizations and people: when quality partici¬
pation does not work The need for statistical control
techniques Summary Further reading
38 Quality Improvement: Lessons for Management 662
John Edge
The approach to quality in the 1990s Quality management
Conclusion Further reading jci
CONTENTS
39 Quality Improvement Activities and Techniques 689
John Edge
Involving people: quality and project improvement teams
Involving people: quality circles The factory as a people drive
system Statistical techniques Participative quality: summary
and conclusion References and further reading
40 Training for Quality 727
Darek Celinski
Education, development and training in organizations The pur¬
pose of training in organizations When is training necessary?
Where should training take place? Who does what for training
in organizations The four step training cycle Planning for
training Training policy statements Conclusion Further
reading
41 Lessons of Experience Learning from Others
Mistakes 742
Prabhu Guptara
Inherent motivation Quality initiatives: getting value for money
Culture: the fundamental factor Dynamic strategy The
enemy within: converting the sceptics Summary and conclu¬
sion References and further reading
Appendix I Useful Organizations 749
Appendix II Abbreviations 770
Index 777
:ii
List of Tables
4.1 Sources of information 44
6.1 Operating quality cost subtypes 73
8.1 Total effort needed to meet ISO 9001 system requirements 101
8.2 Ratio of effort according to ISO 9001 system level 102
8.3 Estimated costs for third party certification to ISO 9001 105
8.4 Typical effort needed for audits, assessments and reviews 107
8.5 Estimating guidelines for quality activities 110
8.6 The effect of certification on quality activity resourcing 113
8.7 The effect of certification on inspection and repair estimates 116
18.1 Multiplication factors for MTBF demonstration (constant
failure rate) 314
18.2 Limiting values of A.2A1 for producer s risk a, consumer s risk
P and rejection number r 317
21.1 Typical customer competitive ratings 379
27.1 Breaking loads for 20 test specimens of aluminium wire 454
27.2 Number of breakdowns in a machining centre observed in
59 successive weeks of operation 454
27.3 20 observations of a discrete variable 460
27.4 Normal distribution table 472
27.5 Calculation of distribution function values from the data
given in Table 27.1 481
27.6 Probability plotting with the data from Table 27.1 grouped into
class intervals 483
28.1 Measurement of process variation based on 7 samples 495
28.2 Measurement of process variation after adjustment 496
28.3 Minimum values of relative precision index 501 xii
TABLES
28.4 Process capability for 26 samples 505
29.1 Data for 10 samples taken from a stable in control process 508
29.2 Table of controlline factors for charts for sample range 513
29.3 Table of control limit factors for charts for standard deviation 514
29.4 Example data for x, R chart 516
29.5 Table of control limits for attribute charts 524
30.1 The cusums of 10 process observations 532
30.2 Cusum tabulation for sample averages 533
30.3 Mask parameters for cusum range charts 539
30.4 Cusum range chart data 539
30.5 Data of Figure 29.6 expressed as cusums 541
30.6 Table of mask parameters for cusums for attributes 543
32.1 Samples size needed for the same level of testing for
different total batch sizes 563
34.1 Some organizations requiring measurement 590
34.2 Factors affecting credibility 594
34.3 Benefits of accreditation 595
34.4 NAMAS fields of calibration and testing 596
34.5 Multilateral agreements within the framework of WECC
andWELAC 597
34.6 Bilateral agreements to which NAMAS is a signatory 597
35.1 Nonconformity documentation 617
38.1 Quality management maturity grid 676
38.2 Deming s 14 points for the transformation of industrial
quality 683
38.3 Deming s seven deadly diseases of Western management 684
39.1 Advantages and disadvantages of Taylorism and craftsmanship 693
iv
List of Figures
2.1 The quality chains 13
2.2 A process 16
2.3 Total Quality Management model 23
2.4 The steps to TQM 24
2.5 Organization of the TQM teamwork structure 26
4.1 Locating benchmarking partners 39
4.2 The benchmarking process model 41
5.1 Service strategy model 57
6.1 Availability and cost in manufacturing 77
6.2 Availability and cost for the user 78
6.3 Quality system life cycle costs and benefits 80
8.1 Quality economics: curves illustrating the contrast between
costs to the supplier and to the customer 94
10.1 Certification marks 142
10.2 The standardization cycle 144
10.3 Elements of the design control system 150
10.4 A standardized purchasing description 152
10.5 The value of standards, showing methods which can be adopted 153
11.1 A quality control loop 165
11.2 An informal quality control loop 168
12.1 Example of a hierarchical coding system 178
12.2 Front sheet of a complex document 179
12.3 Front sheet of a build schedule (or master record index) 184
12.4 Principle of a document distribution matrix 188
12.5 A rotation system commonly used to secure information
stored on media such as magnetic tape or disk 190 xv
FIGURES
13.1 Hierarchy of quality procedures 193
13.2 Quality manual for Gowertronics Ltd 195
13.3 A quality procedure in use at Gowertronics Ltd 213
13.4 A typical work instruction document 215
14.1 International quality system equivalents (prior to publication of
the combined BS ISO 9000 series) 220
14.2 Chart relating company activity to the relevant standard 221
14.3 Preregistration stages 223
15.1 Document hierarchy 233
15.2 Internal audit schedule: suggested content for examining
customer supplier links 235
15.3 Internal audit schedule: traditional style, department by
department 236
15.4 Typical external audit programme 241
15.5 An agenda for a closing meeting 255
16.1 Fitness for purpose in relation to various costs 271
18.1 FMEA pro forma (Society of Motor Manufacturers and Traders) 291
18.2 Fault tree symbols 293
18.3 Fault tree for door control system 295
18.4 Fault trees for motor control system 297
18.5 Fault trees for pressure reduction system 299
18.6 Lifetime distribution 305
18.7 Exponential distribution 307
18.8 Weibull distributions 308
18.9 Repairable system example 310
18.10 Failure/time plot (constant failure rate) 312
18.11 Failure/time plot for data in Figure 18.10 313
18.12 Sequential testing boundaries for failure/time plot 315
18.13 Sequential test example 318
18.14 Failure/time plots for non constant failure rates 318
18.15 System failure rate patterns: growth and burn in 320
18.16 AMSAA reliability growth model 321
18.17 Failure/time plot showing reliability growth 322
18.18 AMSAA plot using data from Figure 18.17, plotted on log
versus log graph 323
19.1 The bathtub curve 328
19.2 Fault/error/failure 329
19.3 Traditional software quality methods 333
19.4 Documentation hierarchy 334
19.5 Safety system configurations 340
19.6 Software design cycle 342
19.7 Distribution of time and costs in software production 343
19.8 The three quality problems 344
19.9 Automated design 347
20.1 Brainstorming: some rules and hints for beginners 355
20.2 A value engineering proposal form for an item already in
(Vj production 357
FIGURES
21.1 New product introduction process 369
21.2 QFD in context 370
21.3 QFD methodology 371
21.4 The QFD process 373
21.5 The PST tree 375
21.6 Kano model 376
21.7 The quality game 377
21.8 Elements of the QFD house of quality chart 380
21.9 The QFD house of quality chart 381
22.1 Engineering change request form 392
22.2 Engineering query note 396
22.3 Production permit 398
22.4 Nonconformity report 399
24.1 Just in Time cycle 412
25.1 Material and information flows in warehouse systems 432
27.1 Histogram for the data shown in Table 27.1 455
27.2 Cumulative frequency table and histogram derived from
the data in Table 27.1 456
27.3 Bar chart (histogram) for discrete data 457
27.4 Skewness 465
27.5 Kurtosis 466
27.6 Continuous probability distribution 469
27.7 Normal distribution 470
27.8 Standardized normal distribution 471
27.9 Normal distribution example 473
27.10 Frequency distribution histogram for a very large sample 474
27.11 Sampling distribution of sample averages 475
27.12 Sampling distribution of averages of 50 packs 475
27.13 Log normal distribution 476
27.14 Exponential distribution 478
27.15 The Weibull probability density function, f(pc), for different
values of the shape parameter (3 479
27.16 Normal probability data plot (data from Table 27.1) 482
27.17 Discrete probability distribution 484
27.18 Binomial distribution with n = 20, p = 0.08 486
27.19 Binomial distributions 487
27.20 Example: normal approximation to the binomial 490
28.1 Relationship of process and specification tolerance 497
28.2 Relative precision 498
28.3 Effects of non normality on probability plots 502
28.4 Random variation of the mean 503
29.1 The effect of correcting the mean 509
29.2 Averages control chart has the process average changed? 509
29.3 Averages chart with action and warning lines 511
29.4 Examples of runs of consecutive points 512
29.5 A typical charting form as used in industry, containing data
from Table 29.4) 518 xv,
FIGURES
29.6 Attributes chart (np chart for numbers nonconforming) 522
29.7 PRE control 525
30.1 Cumulative sum chart (using data in Table 30.2) 534
30.2 A Shewhart chart (using the same data as Figure 30.1) 535
30.3 Effect of scale ratio on cusum plots for similar data 536
30.4 General form of decision mask 536
30.5 Use of decision mask 537
30.6 Half mask for cusum ranges chart 538
30.7 A cusum range chart (using data in Table 30.4) 540
30.8 Cusum chart for number nonconforming (data from
Figure 29.6) 542
33.1 Tool and gauge record 577
33.2 Purpose built test equipment for checking dial gauges 579
33.3 Calibration label 581
33.4 Computer produced reminder and overdue cards 583
33.5 Computer aided test equipment for dial calibration 585
34.1 Traceability chain for length measurements 592
34.2 How National Physical Laboratory measurements serve
the UK 593
34.3 TheNanosurf 601
34.4 One of the National Surface Texture Measuring Facility
instruments now under development 603
34.5 Prototype calibration standard in the form of a sinusoidal
grating 604
34.6 Array of hemispherical domes for use as a calibration
artefact 604
35.1 The stages of nonconformity management 613
35.2 A typical nonconforming material report 615
35.3 Documents used, dependent upon disposition 618
35.4 A Corrective action request form 621
35.5 Example of an outline nonconformity management procedure 623
37.1 Organization for management by results 642
38.1 Statement of quality policy 674
38.2 The Deming circle 679
38.3 The chain reaction 681
38.4 The Deming philosophy 682
39.1 Typical manufacturing company 697
39.2 Checks and balances in manufacturing a product 697
39.3 The new view of organizations 706
39.4 Hardware design checklist 709
39.5 Graphical representation of the Pareto principle 711
39.6 Error classification of system interfaces 713
39.7 Ishikawa s 4Ms fishbone diagram 714
39.8 A worked Ishikawa diagram 716
39.9 Process analysis 717
ii 39.10 A worked process/cause analysis diagram 718
FIGURES
39.11 SPC and traditional quality control 719
39.12 Innovation improves process performance 722
39.13 The Joiner triangle embodies the Deming philosophy 723
40.1 Division of responsibilities between managers/
supervisors and training specialists in the training cycle 735
40.2 A general training policy statement 738
40.3 A training policy statement for systematic on the job
training 739
40.4 A policy statement for training departmental part time trainers 740
xix
|
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| building | Verbundindex |
| bvnumber | BV010461723 |
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| callnumber-label | TS156 |
| callnumber-raw | TS156 |
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| callnumber-subject | TS - Manufactures |
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| dewey-full | 658.5/62 |
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| dewey-sort | 3658.5 262 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| genre | (DE-588)4143413-4 Aufsatzsammlung gnd-content |
| genre_facet | Aufsatzsammlung |
| id | DE-604.BV010461723 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:52:54Z |
| institution | BVB |
| isbn | 0566074516 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006970322 |
| oclc_num | 29668279 |
| open_access_boolean | |
| owner | DE-473 DE-BY-UBG DE-634 DE-188 |
| owner_facet | DE-473 DE-BY-UBG DE-634 DE-188 |
| physical | XXXI, 790 S. graph. Darst. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | Gower |
| record_format | marc |
| spelling | Gower handbook of quality management ed. by Dennis Lock ... Handbook of quality management 2. ed. Aldershot u.a. Gower 1994 XXXI, 790 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Assurance qualité ram Kwaliteitszorg gtt Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätssicherung (DE-588)4126457-5 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Qualitätsmanagement (DE-588)4219057-5 s DE-604 Qualitätssicherung (DE-588)4126457-5 s 1\p DE-604 Lock, Dennis Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006970322&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Gower handbook of quality management Assurance qualité ram Kwaliteitszorg gtt Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd Qualitätssicherung (DE-588)4126457-5 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4126457-5 (DE-588)4143413-4 |
| title | Gower handbook of quality management |
| title_alt | Handbook of quality management |
| title_auth | Gower handbook of quality management |
| title_exact_search | Gower handbook of quality management |
| title_full | Gower handbook of quality management ed. by Dennis Lock ... |
| title_fullStr | Gower handbook of quality management ed. by Dennis Lock ... |
| title_full_unstemmed | Gower handbook of quality management ed. by Dennis Lock ... |
| title_short | Gower handbook of quality management |
| title_sort | gower handbook of quality management |
| topic | Assurance qualité ram Kwaliteitszorg gtt Qualité - Contrôle ram Quality control Qualitätsmanagement (DE-588)4219057-5 gnd Qualitätssicherung (DE-588)4126457-5 gnd |
| topic_facet | Assurance qualité Kwaliteitszorg Qualité - Contrôle Quality control Qualitätsmanagement Qualitätssicherung Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006970322&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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