Quality assurance management:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London [u.a.]
Chapman & Hall
1995
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIV, 388 S. graph. Darst. |
| ISBN: | 0412636603 |
Internformat
MARC
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| 245 | 1 | 0 | |a Quality assurance management |c Michael J. Fox |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a London [u.a.] |b Chapman & Hall |c 1995 | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Foreword by Sir Neville Purvis KCB xi
Preface xii
Part 1 What Managing Quality Means 1
1 What is quality and how can it be managed? 3
Introduction 3
Where quality is today 3
The meaning of quality 4
Quality grade and quality level 6
Industrial quality: specification and contract 6
Measuring quality 8
Quality in service industries 9
The management of quality 9
The quality management system 1 3
Summary of conclusions 16
2 Quality in marketing 19
Introduction 19
Defining quality 1 9
Planning is essential 22
Good communications are important 24
Market readiness 26
An example 26
Summary of conclusions 27
3 Quality in specification and design 29
Introduction 29
Design 29
Some important aspects of design 41
Products of the design process 43
V
Vi Contents
Management of change 44
Value engineering 44
Summary of conclusions 45
4 Quality in purchasing 47
Introduction 47
Evaluating suppliers 47
Procuring supplies 51
Good purchasing data now what? 53
Supplier evaluation 57
Summary of conclusions 60
5 Quality in production 61
Introduction 61
Planning the key to quality 61
Documentation 64
Control of manufactured items and of manufacturing processes 65
Adjustment and corrective action 68
Manufacturing control 69
Records 70
Role of quality assurance in manufacturing 71
Quality manager s department 71
Summary of conclusions 73
6 After sales quality 75
Introduction 75
Storage, packing and delivery 75
Marketing and servicing 77
Maintenance 82
Resolving customer queries and complaints 84
Summary of conclusions 86
Part 2 Quality Assurance Techniques 89
Introduction 89
7 Creating the quality system 91
Introduction 91
Planning for quality 91
The quality system 95
Corrective actions to improve quality 99
Fact gathering and problem solving techniques 101
The importance of a quality system standard 106
Summary of conclusions 108
8 ISO 9000 the international quality system standard 109
Introduction 109
The international standard for quality systems 109
Elements of a quality system: ISO 9001 113
Guidance on the use of ISO 9000 series documents 120
Summary of conclusions 120
Contents Vii
9 Quality auditing techniques 123
Introduction 123
Quality auditing 123
Product, process and service quality audits 125
Auditing the quality system 127
Conducting a formal quality system audit 128
The auditor 130
Summary of conclusions 133
10 Inspection techniques 135
Introduction 135
Inspection 135
Frequency of inspection 139
Who carries out the inspection? 142
Measurement and calibration 143
Calibration systems 145
Summary of conclusions 146
11 Statistical sampling inspection 149
Introduction 149
Statistical frequency distributions 149
Statistical acceptance sampling 152
Tables for sample inspection by variables and by attributes 152
Summary of conclusions 158
12 Statistical process control 159
Introduction 159
Statistical quality control and process control 159
Control charting techniques 167
Statistical design of experiments 170
Designing for yield and process control 171
Summary of conclusions 172
13 The place of the computer 173
Introduction 173
Electronic computer system equipment 173
The design and control of computer software 174
Computer applications within the business 177
Applications of computers within the QA department 179
Summary of conclusions 183
14 Reliability assurance 185
Introduction 185
What is reliability? 185
Reliability and the market place 186
Organizing to achieve reliability 190
Reliability of a system 192
A reliability and maintainability programme 194
Failure mode, effects and criticality analysis 196
Summary of conclusions 198
Vlil Contents
Part 3 Using People Effectively 199
Introduction 199
15 The sociology of people at work 201
Introduction 201
The team 201
Scientific management 201
Examples of Taylor s experiments 202
The Hawthorne experiments 205
Theories of human motivation 206
A people based philosophy 208
Craftsmanship and the assembly live 210
Summary of conclusions 212
16 Motivate or involve 213
Introduction 213
Motivation or participation? 213
Zero defects 216
Quality circles 219
Similarities and distinctions between quality circles and zero
defects 222
Summary of conclusions 223
17 American quality gurus 225
Introduction 225
Introducing the gurus 225
Crosby 226
Deming 229
Feigenbaum 231
Juran 232
Shainin 234
Summary of conclusions 235
18 Japanese quality management style 237
Introduction 237
The Japanese business 237
How are Japanese companies managed? 239
Japanese quality authorities 242
Summary of conclusions 246
19 Quality in the United Kingdom 247
Introduction 247
Quality in the United Kingdom 247
Leadership and quality management in industry in the
United Kingdom 248
Working for Japanese companies 250
United Kingdom gurus 253
A national standard for quality management systems 255
Summary of conclusions 258
Contents ix
20 Total quality management 261
Introduction 261
Common elements in TQM 263
The terminology of TQM 264
A practical approach 267
British Standards guidance on TQM 271
ISO 10014 273
Summary of conclusions 274
21 Quality managers and their departments 275
Introduction 275
The management representative for quality 275
The quality assurance function 278
QA department personnel 286
Summary of conclusions 289
22 Quality in service industries 291
Introduction 291
Material and personal services 292
ISO 9000 Guidelines for Services 293
Quality in marketing a service 295
Analysis and improvement of service performance 297
Summary of conclusions 298
Part 4 Quality the Key to Prosperity 299
Introduction 299
23 Ways of looking at quality related costs 301
Introduction 301
The importance of measuring quality 301
Different ways of looking at quality related costs 303
Total loss to society 304
The process cost model 305
The concept of economic quality 306
Summary of conclusions 310
24 The prevention appraisal failure model 311
Introduction 31 l
The cost of quality 31 l
Prevention costs 31 3
Appraisal costs 31 5
Failure costs 31 7
Collecting quality cost information 319
Monitoring quality costs 32 3
Presenting and using quality cost information 324
Summary of conclusions 325
25 Just in time and variability reduction 327
Introduction 327
Cost savings of prevention 327
X Contents
Just in time 330
Compatibility of design with manufacturing capability 335
Summary of conclusions 340
26 Quality, safety and product liability 341
Introduction 341
Quality, safety and consumerism 341
The European Community Directive on Product Liability 342
Risk minimization 344
Product safety and liability in ISO 9000 349
QUENSH management 350
Summary of conclusions 351
27 The international market place 353
Introduction 353
Winner takes all! 353
The single European market 354
Best practice benchmarking 358
Competing for quality awards 360
Summary of conclusions 364
28 Quality trends, challenges and opportunities 365
Introduction 365
The seven new tools of quality 365
Summary of conclusions 375
Appendix: British Standards mentioned in the text 379
References 383
Index 385
|
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| illustrated | Illustrated |
| indexdate | 2024-07-09T17:55:42Z |
| institution | BVB |
| isbn | 0412636603 |
| language | English |
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