Understanding, managing and implementing quality: frameworks, techniques and cases
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London [u.a.]
Routledge
2002
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXII, 232 S. graph. Darst. |
| ISBN: | 0415222710 0415222729 |
Internformat
MARC
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| 245 | 1 | 0 | |a Understanding, managing and implementing quality |b frameworks, techniques and cases |c ed. by Jiju Antony ... |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a London [u.a.] |b Routledge |c 2002 | |
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| 336 | |b txt |2 rdacontent | ||
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| 650 | 4 | |a Gestion | |
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| 650 | 4 | |a Qualité totale | |
| 650 | 4 | |a Management | |
| 650 | 4 | |a Total quality management | |
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Datensatz im Suchindex
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Contents
List of figures xii
List of tables xiv
List of contributors xv
Acknowledgements xvi
Glossary xvii
Introduction xviii
PARTI
Developing a strategic orientation for Quality Management 1
1 Promoting a strategic approach to TQM using a case based
intelligent system 3
ANDREAS J. FRANGOU
Introduction 3
Linking TQM and performance: a strategic perspective 4
The use of intelligent systems to support TQM initiatives 9
Development of the Enterprise Strategic Advisory System 10
ESAS: promoting strategic quality through case based
strategies 13
System evaluation 20
Analysis of the evaluation results 21
Conclusion and future research possibilities 22
Notes 23
References 24
viii Contents
2 Self assessment frameworks for business organizations 29
ASHOK KUMAR AND CEASAR DOUGLAS
Introduction 29
TQM vs organization based self assessment frameworks 30
Self assessment in the context of TQM 31
Implementation of self assessment process 33
Self assessment frameworks 38
Self assessment frameworks and models 40
A comparative study of five self assessment frameworks 49
Concluding remarks 49
Notes 50
References 50
PART II
Quality improvement tools and techniques for the
twenty first century 55
3 QFD: customer driven design of products and services 57
GRAEME KNOWLES
Introduction 57
Definition of QFD 58
The need for QFD 58
The principles of QFD 58
Who is the customer in QFD? 59
The customer view of quality 60
Implications of the model for QFD 61
Establishing the requirements 62
QFD case study 63
Building the QFD chart 65
Linking customer requirements to product features 66
Interactions between product parameters 68
Ratings and targets for the hows and technical difficulty 69
Analysing the chart 71
The expanded QFD process 73
Managing QFD 74
Making QFD successful 74
QFD applications 75
The benefits of QFD 75
Critical review of QFD 76
Conclusion 78
References 78
J Contents ix
j 4 Taguchi methods of experimental design for continuous
improvement of process effectiveness and product quality 81
JIJU ANTONY
Introduction 81
j Experimental design using the Taguchi approach 82
Applications and benefits of Taguchi methods in industry 83
The Taguchi s quality philosophy 85
A systematic methodology for the Taguchi approach to
experimental design 87
I Case study 95
] A critique of the Taguchi approach to experimental design 99
Conclusion 101
Note 101
References 101
5 Statistical process monitoring in the twenty first century 103
MICHAEL WOOD
Introduction 103
The philosophy, purpose and potential benefits ofSPC/M 105
An illustrative case study 107
SPC/M in practice: problems and suggested solutions 110
Conclusion 116
Notes 117
References 118
PART III
Case studies in Quality Management 121
6 TQM in higher education institutions: a review and case
application 123
JAIDEEP MOTWANI AND GLENN MAZUR
Introduction 123
Why implement TQM in HEIs? 124
Defining the customer in HEIs 125
Classification of literature on TQM in HEI 126
Application of TQM in HEI: a case study 131
Future research directions 137
Conclusion 139
Note 139
References 139
x Contents
7 Do customers know what is best for them?: the use of
SERVQUAL in UK policing 143
NICK CAPON AND VIVIEN MILLS
Introduction 143
The SERVQUAL method 144
Evaluating SERVQUAL 145
Quality Management in policing 146
SERVQUAL in the Sussex Police Force 150
Data results 151
Conclusion 156
Acknowledgements 158
References 158
Appendices 161
8 Quality in the NHS: can we master the art of conversation ? 166
HARRIET JEFFERSON
Introduction 166
Background to quality in healthcare 167
Total Quality Management (TQM) 168
Audit 170
Health outcomes/health gain 173
Evidence based medicine 174
Current approach to quality in healthcare 174
Evaluating health services 175
An ethnographic approach to service evaluation 178
Conducting the evaluation: a case study 181
Conclusion 189
Acknowledgement 190
References 190
9 Quality Management in public house retailing: a case study 195
DAVID PREECE, VALERIE STEVEN AND GORDON STEVEN
Introduction 195
Bass Taverns 196
Change and restructuring in Bass Taverns 198
Quality Management initiatives 201
Conclusion 207
Note 209
References 209
Contents xi
1
. 10 Changing supervisory relations at work: behind the success
I stories of Quality Management initiatives 211
PATRICK DAWSON
j
Introduction 211
* Quality Management: the new enlightenment? 211
Supervision and Quality Management: some critical
reflections 214
Quality Management and supervision in the Australian
workplace 219
Conclusion 223
References 224
Index 227
Figures
1.1 CBR process in strategic quality problem solving 12
1.2 ESAS scope and domain coverage System Conceptual
Framework (SCF) 15
1.3 ESAS structure 16
1.4 Case describing an experience of competitor threat via
new product release 17
1.5 Symbol hierarchy within ESAS 18
1.6 Form like user orientated case representation 19
2.1 Determination of variance/gaps between the business
excellence and existing model 37
2.2 Self assessment/TQM models for organizational
performance improvement 39
2.3 Malcolm Baldridge Award criteria and their
inter relationship 43
2.4 Business Excellence model 43
2.5 The continuous improvement model for self assessment 46
2.6 Self assessed Quality Management systems 47
3.1 The Kano model of quality 60
3.2 Affinity diagram for mountain bike 64
3.3 Customer information in the QFD chart 65
3.4 Linking customer requirements to product features 66
3.5 Adding the correlation matrix 68
3.6 Completed QFD chart 70
3.7 The expanded QFD process 73
4.1 The four phases of the methodology 88
5.1 Mean chart of hospital journey time 106
5.2 Mean chart similar to actual charts used 110
5.3 Correct version of the mean chart 111
6.1 Akao s concept of university evaluators 133
6.2 Affinity diagram of engineering managers needs 134
6.3 AHP to prioritize engineering managers requirements 135
6.4 Quality table for managers needs vs students skills 136
7.1 The SERVQUAL model 145
Figures xiii
j 7.2 UK police organizational structure 147
I 7.3 Who assesses the quality of our performance? 150
7.4 What do the police authority think of our performance? 151
7.5 Challenge analysis 152
( 7.6 What do all customers of our performance? 153
7.7 Revised results using factor analysis 154
7.8 Root causes 155
7.9 Reasons for Gap 2 156
7.10 Scope of quality in Police Service 157
8.1 A history of quality in healthcare 167
8.2 Approach most frequently used in services 176
8.3 Service evaluation framework 180
Tables
1.1 Reasons for TQM failures 6
1.2 Advantages of using CBR for Strategic Quality
Management 14
1.3 Evaluation results for ESAS 21
2.1 Malcolm Baldridge National Quality Award (2000):
criteria for performance excellence 41
2.2 Malcolm Baldridge National Quality Award:
criteria score sheet 42
2.3 Scoring criteria for EFQM Business Excellence model 45
2.4 Comparison of self assessment models 50 1
4.1 A four trial OA for studying two 2 level factors 83
4.2 Typical applications of Taguchi method in
manufacturing sector 84
4.3 List of control factors for the Taguchi experiment 96
4.4 Experimental layout used for the study 96
4.5 Average SNR values 97
4.6 Results of pooled ANOVA on SNR 98
7.1 Use of Quality Management tools in the 43 forces of
England and Wales 148
7.2 Sample sizes used for external data collection 151
7.3 Revised dimension clusters using factor analysis 153
7.4 Sample sizes used for internal data collection 154
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| spellingShingle | Understanding, managing and implementing quality frameworks, techniques and cases Gestion Kwaliteitszorg gtt Qualité totale Management Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd Strategisches Management (DE-588)4124261-0 gnd |
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| title | Understanding, managing and implementing quality frameworks, techniques and cases |
| title_auth | Understanding, managing and implementing quality frameworks, techniques and cases |
| title_exact_search | Understanding, managing and implementing quality frameworks, techniques and cases |
| title_full | Understanding, managing and implementing quality frameworks, techniques and cases ed. by Jiju Antony ... |
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| title_short | Understanding, managing and implementing quality |
| title_sort | understanding managing and implementing quality frameworks techniques and cases |
| title_sub | frameworks, techniques and cases |
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| topic_facet | Gestion Kwaliteitszorg Qualité totale Management Total quality management Qualitätsmanagement Strategisches Management Beispielsammlung |
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