Fundamentals of total quality management: process analysis and improvement
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| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London [u.a.]
Chapman & Hall
1998
|
| Edition: | 1. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XI, 372 S. Ill., graph. Darst. |
| ISBN: | 0412570602 |
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MARC
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Record in the Search Index
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| adam_text | Contents
Preface ix
Part One Fundamentals of Total Quality Management
1 Introduction 3
2 Historical evolution of Total Quality Management 8
3 Some definitions of quality 13
3.1 Exceptional 14
3.2 Perfection or consistency 14
3.3 Fitness for purpose 15
3.4 Value for money 15
3.5 Transformative 16
3.6 Conclusion 17
4 Philosophy, principles and concepts of TQM 19
4.1 The foundation and the four sides of the TQM pyramid 20
4.2 Focus on the customer and the employee 26
4.3 Focus on facts 30
4.4 Continuous improvements 38
4.5 Everybody s participation 41
5 Quality management systems and standardization 48
5.1 The concept of system 48
5.2 Quality management systems 49
5.3 Joharry s new window on standardization and causes
of quality failures 51
5.4 Standardization and creativity 60
5.5 ISO 9000 and BS 5750 a stepping stone to TQM? 63
vi Contents
6 The European Quality Award 68
6.1 The background to the European Quality Award 69
6.2 The model 70
6.3 Assessment criteria 73
6.4 Experiences of the European Quality Award 75
Part Two Methods of Total Quality Management
7 Tools for the quality journey 81
7.1 The quality story 81
7.2 The seven + tools for quality control 83
7.3 Check sheets 86
7.4 The Pareto diagram 88
7.5 The cause and effect diagram and the connection
with the Pareto diagram and stratification 90
7.6 Histograms 96
7.7 Control charts 100
7.8 Scatter diagrams and the connection with the
stratification principle 115
7.9 Case example: problem solving in a QC circle using
some of the seven tools (Hamanako Denso) 116
7.10 Flow Charts 125
7.11 Relationship between the tools and the PDCA cycle 130
8 Some new management techniques 132
8.1 Matrix data analysis 134
8.2 Affinity analysis 137
8.3 Matrix diagrams 140
8.4 Prioritization matrices and analytical hierarchies 143
8.5 An example 148
9 Measurement of quality: an introduction 152
10 Measurement of customer satisfaction 158
10.1 Introduction 158
10.2 Theoretical considerations 158
10.3 A practical procedure 160
11 Measurement of employee satisfaction 169
11.1 Set up focus with employees to determine relevant topics 169
11.2 Design the questionnaire including questions about both
evaluation and importance for each topic 170
11.3 Compile presentation material for all departments and
present the material to the departments 172
Contents vii
11.4 Carry out the survey 172
11.5 Report at both total and departmental level 173
11.6 Form improvement teams 175
11.7 Hold an employee conference 175
12 Quality checkpoints and quality control points 176
13 Quality measurement in product development 179
13.1 Definition of the quality concept from a measurement
point of view 179
13.2 Direct measurement of quality 181
13.3 Indirect measurement of quality 187
14 Quality costing 202
14.1 The concept of TQM and quality costs 202
14.2 A new method to estimate the total quality costs 206
14.3 Advantages and disadvantages of the new method to
estimate total quality costs 211
14.4 Quality cost measurement and continuous improvements 213
15 Benchmarking 217
15.1 What is benchmarking? 218
15.2 What can be benchmarked? 221
15.3 How is benchmarking carried through? 225
Part Three Process Management and Improvement
16 Leadership, policy deployment and quality motivation 231
16.1 Introduction 231
16.2 The PDCA Leadership Model a model for policy
deployment 231
16.3 Leadership and quality motivation 234
16.4 Conclusion 246
17 Implementation process 248
17.1 Introduction 248
17.2 Four stages of implementation 248
17.3 Plan 249
17.4 Do 251
17.5 Check 252
17.6 Act 258
viii Contents
18 Quality culture and learning 261
18.1 Introduction 261
18.2 The concept of culture 263
18.3 Organizational theory and corporate culture 263
18.4 Corporate culture 264
18.5 Classifying a culture 267
18.6 Corporate and quality culture 270
18.7 Working with quality culture 274
18.8 Quality culture, quality improvement and TQM 278
18.9 Quality learning 282
18.10 Conclusion 287
19 Milliken Denmark A/S case studies: leadership, participation
and quality costing 290
19.1 Context, imperatives for change and objectives for quality
management 290
19.2 History of quality management 294
19.3 Measurement of quality costs (the results of quality
management) 308
19.4 Conclusion 317
20 International Service System A/S case studies:
the winning hand 321
20.1 Changing for the future adhering to our core beliefs:
preface by Group Chief Executive Waldemar Schmidt 321
20.2 Context, imperatives for change and objectives for
quality management 324
20.3 History of quality management 328
20.4 Some results 350
20.5 Conclusion 355
Appendix A 356
Appendix B 357
Index 359
|
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| spelling | Dahlgaard, Jens J. Verfasser aut Fundamentals of total quality management process analysis and improvement Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji 1. ed. London [u.a.] Chapman & Hall 1998 XI, 372 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kwaliteitszorg gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 Kristensen, Kai Verfasser aut Kanji, Gopal K. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007841217&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Dahlgaard, Jens J. Kristensen, Kai Kanji, Gopal K. Fundamentals of total quality management process analysis and improvement Kwaliteitszorg gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4219057-5 |
| title | Fundamentals of total quality management process analysis and improvement |
| title_auth | Fundamentals of total quality management process analysis and improvement |
| title_exact_search | Fundamentals of total quality management process analysis and improvement |
| title_full | Fundamentals of total quality management process analysis and improvement Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji |
| title_fullStr | Fundamentals of total quality management process analysis and improvement Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji |
| title_full_unstemmed | Fundamentals of total quality management process analysis and improvement Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji |
| title_short | Fundamentals of total quality management |
| title_sort | fundamentals of total quality management process analysis and improvement |
| title_sub | process analysis and improvement |
| topic | Kwaliteitszorg gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Kwaliteitszorg Total quality management Qualitätsmanagement |
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