Integrating reengineering with total quality:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Milwaukee, Wis.
ASQC Quality Press
1996
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXIII, 471. Ill., graph. Darst. |
| ISBN: | 0873893395 |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents ^^0
Foreword xv
Preface xix
Acknowledgments xxiii
Part I The Foundation of Total Quality
Chapter 1 The Management Revolution 5
Winds of Change 5
The Total Quality Approach 7
Why Do Attempts to Implement TQM Fail? 8
The Importance of Quality 11
Effects of Quality and Consequences of Unquality 12
Management Attitude 13
The Cost of Unquality 14
TQM Training and Education in the United States 15
Conclusion 17
Chapter 2 Total Quality in 3 D 19
Defining Quality and Total Quality 19
What the Quality Gurus Think 20
Deming s 14 Points 21
Crosby s Four Absolutes 23
Juran s Trilogy 24
Feigenbaum s Total Quality Control 24
Redefining Quality and Total Quality 24
Defining Product Quality 26
Intrinsic and Extrinsic Quality 29
From Quality to Total Quality 30
Quality 33
Volume 33
Administration 33
vii
viii • Contents
Location 34
Interrelationships 35
Image 3 7
Time 3 7
Yield 37
Total Quality: Delighting the Customer 38
The Total Quality Triad 40
Total Quality and Traditional Marketing 44
Conclusion 45
Chapter 3 Traditional Management and TQM 49
Traditional Management and Total Quality 49
Japanese Total Quality Control 50
From Quality Control to Total Quality Management 50
Historical Evolution 53
Total Quality Management 55
Defining Total Quality Management 57
The Objective and the Means 61
The PDCA Cycle 61
Introversive and Extraversive Management 62
Productivity and Total Quality 67
Conclusion 68
Chapter 4 Continuous Improvement and Reengineering 71
Total Quality or Business Reengineering? 71
Defining Business Reengineering 74
An Example of Reengineering at Work 74
Total Quality Oriented Reengineering 75
Levels of Reengineering 76
Anatomy of a Business Process 78
Reinventing the Organization 79
The Company: A Set of Processes 80
Details of the Mainstream Process 80
The Product Quality Cycle and the A I Cycle 80
Causes of Unquality 85
The A I Cycle 86
Shareholders and People s Satisfaction Processes 88
Conclusion 89
Chapter 5 TQM in Services: How It Relates to TQM
in Manufacturing 91
Introduction 91
Categorizing Services 92
Quality: From Goods to Services 93
Contents • ix
What Is Going On in the Service Sector? 94
Why Is There So Much Unquality in Services? 98
Characteristics of Quality in Services 99
Customer Loyalization 100
QVALITY in Services 101
Quality in Financial Services 104
The Product Quality Cycle in Services 105
Quality Systems for Services 107
Total Quality in Public Services 111
A Case Study 111
A Bank and a Maritime Transportation Company Launch Their
Total Quality Process 114
Quality Management in the Service Sector 115
Conclusion 117
Chapter 6 How to Implement Total Quality Management 121
Pitfalls to Avoid When Implementing TQM 122
Implementing TQM: External Consultants 125
The Program for Implementing TQM 126
1: Prerequisites to TQM Implementation 127
11: Preparingjor the Start Up 133
III: Starting the Process 135
Evaluating the Implementation Program 138
Measuring Total Quality Results 139
Detractors of the Total Quality Approach 139
TQM and Strategic Planning 142
Successes and Failures in Implementing TQM 143
Conclusion 145
PART II Practicing TQM
Chapter 7 The Human Aspect of Total Quality 151
The People Aspect in TQM 151
A Worldwide Concern 151
The Human Factor: The Fundamental Prerequisite for Success 153
People Are Not the Most Valuable Resource of an Organization 153
Humans Versus Technology 154
The Total Quality Philosophy and Openness of Information 155
TQM s Human Element 157
People Needs and Quality 158
Motivating People for Total Quality 158
Prerequisites for Launching Motivational Programs 161
x • Contents
On the Job Satisfaction and Quality 165
Participative Management 165
Teamwork in Operation: From Quality Circles to Total Quality Teams 166
Celebration: A Tool for Reinforcement 167
How Does a Team for Total Quality or for Reengineering Work? 169
Other Types of Teamwork 170
Team Spirit 170
Team Building 173
Mobilization and Reinforcement 174
Mobilizational Levers 176
Comparing the Japanese with the American Approach 178
Skill Based Pay: A New Strategic Option 179
The Differences Between Skill Based Pay and Traditional Pay 180
The Training Program Leading to Total Quality 181
Conclusion 182
Chapter 8 Planning for Total Quality 185
Culture, Vision, Values, and Philosophy 186
Launching the Planning Process 188
Total Quality Diagnosis: Where Do We Stand? 191
Total Quality Objectives: Where Do We Want to Go? 197
Benchmarking: Establishing Standards of Excellence 198
Focusing 199
Backtracking 200
Internal Customers or Internal Partners? 200
Policy Deployment 204
The Strategy: What Do We Do to Achieve the Objectives? 206
Plan of Action: How Do We Implement the Strategy? 206
Total Quality Management and Planning 207
Conclusion 208
Chapter 9 Organizing for Total Quality 211
Organizing for Quality 212
The Role of the Quality Control Department 214
The Responsibility Grid 214
From Quality to Total Quality Organization 216
The Pyramidal Organization Chart 217
New Organizational Trends 222
The Diamond Shaped and Daisy Shaped Organizations 226
Consensus Management and Team Organization 228
Getting Organized for Total Quality 231
The Unions Role 234
Conclusion 236
Contents • xi
Chapter 10 Total Quality Assessment and Control 239
Defining Control 239
Total Quality As the Object of Assessment and Control 241
What to Assess and Control 241
How to Assess and Control for Total Quality 243
Assessment and Control Along the Product Quality Cycle
and the A I Cycle 244
A Total Quality Assessment and Control System 246
Controlling Product Quality in Manufacturing 248
What to Control 248
Who Controls 248
How to Control 249
Where Control Is Applied 250
How Often Control Is Done 250
How Much to Control 251
The Quality Index 252
The Introduction of SQC and SPC into Companies 255
Statistical Process Control 256
The Basic Concept of SPC 257
Acceptance Sampling 258
Measuring the Costs Related to the Absence
of Total Quality 259
Evaluating the Costs Related to Total Quality 261
A Historical Review 262
Direct and Indirect Costs Related to Total Quality 264
Customer Related External Failure Costs 264
Internal Failure Costs 265
Costs Common to External and Internal Failures 266
Prevention and Appraisal Costs 267
The Total Quality Cost Curve 269
Conclusion 270
Chapter 11 Total Quality Assurance and Standardization 273
Section 1: Total Quality Assurance 273
Quality Assurance: Concept and Definition 273
The Philosophy Behind Quality Assurance 276
The Quality Assurance System 278
The Role of the Quality Assurance Department 279
Business Process Mapping 281
The Quality Manual 282
Quality and Purchasing 282
The Customer Supplier Relationship and Quality 283
The Purchasing Department s Responsibility for Quality 284
xii • Contents
From the Definition of Needs to Their Satisfaction 285
Definition of Needs 285
Product Description 287
Aspects oj Quality Assurance and Control 287
Supplier Evaluation 288
Section 2: Standardization 291
Background 292
Historical Notes on Standardization 294
Types of Standards 295
Private Standards Organizations in the United States 296
Standardization in Canada 297
Standards Development Procedures 298
The Committee Method 300
The Canvass Method 300
Benefits and Problems of Standardization 300
Product Certification 302
Laboratory Accreditation 304
Impact of Standardization and Related Activities 304
Standardization Benefits 305
Standardization and Quality Assurance 306
Conclusion 307
Chapter 12 Total Quality and the ISO 9000 Standards 311
Introduction 311
Information About ISO 311
Lowering the Barriers of International Trade 313
How an International Standard Is Developed 315
Questions Asked About the ISO 9000 Series Standards 316
Development of the ISO 9000 Series Standards 318
Origin of Quality Assurance Standards 319
Information Contained in the ISO 9000 Standards 321
A Word of Caution 326
ISO 9000 and the Malcolm Baldrige National Quality Award 328
Quality System Evaluation and Registration 328
Prerequisites for Product Certification 332
Product Safety and ISO 9000 332
Implementing an ISO 9000 Series Standard 333
Knowing Why the Company Should Embark on Such a Scheme 333
Familiarizing Oneself with the ISO 9000 Series 334
Getting Outside Help 334
Sensitizing Management and Nonmanagement 335
Deciding Which ISO Standard to Implement 335
Auditing the Existing System 336
Contents • xiii
Setting Up the New Quality System 338
Registering a Quality System 338
The ISO 9000 Series Standards and Total Quality 339
Conclusion 341
Chapter 13 Total Quality Management Practices 345
Total Quality Management Technology 345
A Prerequisite for Improving a Company s Performance 347
The Business Process: A Black Box 350
An Integrated Approach 351
Framework for the Use of Practices 351
Total Quality Management Practices and Areas of Application 353
Identifying Customers Needs and Evaluating Their Satisfaction 353
Policy Deployment 353
Benchmarking 354
Cross Functional Teams 357
Quality Function Deployment 357
The Design of Experiments and Taguchi Methods 360
Failure Mode and Effect Analysis 360
The Poka Yoke Concept 362
Concurrent Engineering 362
The Horizontal Organization 362
Statistical Process Control 363
Other TQM Practices 363
The Malcolm Baldrige Award Criteria for the Self Assessment
of a Management System 365
Introduction 365
The Award Criteria: Purpose and Goals 367
Core Values and Concepts 367
The MBNQA Criteria: A Part of a Diagnostic System 369
Comments on the Baldrige Award Criteria 369
The European Quality Award 374
ABC/ABM and Its Relationship to Business Reengineering
and Total Quality 374
The Added Value Concept 378
Problem Identification, Solving, and Prevention (PISP) 381
Brainstorming 381
The Nominal Group Technique 382
Pareto Diagram and Analysis 383
Ishikawa s Cause and Effect Diagram 385
PISP Step by Step Approach 388
Conclusion 392
Epilogue: The Path to Total Quality 393
xiv • Contents
Appendices 399
Appendix A: Implementing TQM at Stanford Inc. 401
Appendix B: Excerpt from Canadian General Standards Board
Quality Assessment Program Manual 409
Appendix C: Case Study: Theory and Application of TQM—TQM at AT T
Transmission Systems 415
Appendix D: Case Study: QVALITY Improvement Program
at Armstrong World Industries 443
Glossary 449
Index 453
|
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| illustrated | Illustrated |
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| spelling | Kelada, Joseph N. Verfasser aut Integrating reengineering with total quality Joseph N. Kelada Milwaukee, Wis. ASQC Quality Press 1996 XXIII, 471. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Changement organisationnel - Gestion ram Entreprises - Réorganisation ram Qualité totale ram Total quality management Organizational change -- Management Corporate reorganizations Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Restrukturierung (DE-588)4335640-0 gnd rswk-swf Integriertes Management (DE-588)4346301-0 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 Unternehmen (DE-588)4061963-1 s Restrukturierung (DE-588)4335640-0 s Integriertes Management (DE-588)4346301-0 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007286186&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Kelada, Joseph N. Integrating reengineering with total quality Changement organisationnel - Gestion ram Entreprises - Réorganisation ram Qualité totale ram Total quality management Organizational change -- Management Corporate reorganizations Qualitätsmanagement (DE-588)4219057-5 gnd Unternehmen (DE-588)4061963-1 gnd Restrukturierung (DE-588)4335640-0 gnd Integriertes Management (DE-588)4346301-0 gnd |
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| title | Integrating reengineering with total quality |
| title_auth | Integrating reengineering with total quality |
| title_exact_search | Integrating reengineering with total quality |
| title_full | Integrating reengineering with total quality Joseph N. Kelada |
| title_fullStr | Integrating reengineering with total quality Joseph N. Kelada |
| title_full_unstemmed | Integrating reengineering with total quality Joseph N. Kelada |
| title_short | Integrating reengineering with total quality |
| title_sort | integrating reengineering with total quality |
| topic | Changement organisationnel - Gestion ram Entreprises - Réorganisation ram Qualité totale ram Total quality management Organizational change -- Management Corporate reorganizations Qualitätsmanagement (DE-588)4219057-5 gnd Unternehmen (DE-588)4061963-1 gnd Restrukturierung (DE-588)4335640-0 gnd Integriertes Management (DE-588)4346301-0 gnd |
| topic_facet | Changement organisationnel - Gestion Entreprises - Réorganisation Qualité totale Total quality management Organizational change -- Management Corporate reorganizations Qualitätsmanagement Unternehmen Restrukturierung Integriertes Management |
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