Total quality management: text with cases
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Oxford [u.a.]
Butterworth-Heinemann
2003
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Publisher description Table of contents Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | X, 483 S. Ill., graph. Darst. |
| ISBN: | 0750657405 |
Internformat
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| 264 | 1 | |a Oxford [u.a.] |b Butterworth-Heinemann |c 2003 | |
| 300 | |a X, 483 S. |b Ill., graph. Darst. | ||
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| 500 | |a Includes bibliographical references and index | ||
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| 650 | 4 | |a Total quality management | |
| 650 | 4 | |a Total quality management |v Case studies | |
| 650 | 0 | 7 | |a Qualitätssicherung |0 (DE-588)4126457-5 |2 gnd |9 rswk-swf |
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Datensatz im Suchindex
| _version_ | 1804129902864105472 |
|---|---|
| adam_text | Contents
Preface ix
Part One The Foundations of TQM l
1 Understanding quality 3
Quality, competitiveness and customers 3
Understanding and building the quality chains 5
Managing quality 11
Quality starts with understanding the needs 13
Quality in all functions 15
Chapter highlights 16
2 Models and frameworks for total quality management 18
Early TQM frameworks 18
Quality award models 21
The four Ps and three Cs of TQM a new model for TQM 26
Chapter highlights 28
3 Leadership and commitment 29
The total quality management approach 29
Commitment and policy 31
Creating or changing the culture 32
Effective leadership 35
Excellence in leadership 39
Chapter highlights 41
Part One Discussion Questions 43
Part Two Planning 45
4 Policy, strategy and goal deployment 47
Integrating TQM into the policy and strategy 47
The development of policies and strategies 61
Chapter highlights 62
¦
I vi Contents
5 Partnerships and resources 64
Partnering 64
Role of purchasing in partnerships 66
Just in time (JIT) management 69
Resources 72
Chapter highlights 74
6 Design for quality 76
Design, innovation and improvement 76
The design process 77
Quality function deployment (QFD) the house of quality 81
Specifications and standards 86
Design in the service sector 87
Failure mode, effect and criticality analysis (FMECA) 90
The links between good design and managing the business 92
Chapter highlights 94
Part Two Discussion Questions 97
Part Three Performance 99
7 Performance measurement frameworks 101
Performance measurement and the improvement cycle 101
Costs of quality 106
The process model for quality costing 110
A performance measurement framework 116
The implementation of performance measurement systems 125
Chapter highlights 127
8 Self assessment, audits and reviews 130
Frameworks for self assessment 130
Methodologies for self assessment 138
Securing prevention by audit and review of the management system 142
Internal and external management system audits and reviews 144
Chapter highlights 147
9 Benchmarking 149
The why and what of benchmarking 149
The purpose and practice of benchmarking 151
The role of benchmarking in change 155
Communicating, managing stakeholders and lowering barriers 156
Choosing benchmarking driven change activities wisely 159
Chapter highlights 161
Part Three Discussion Questions 163
¦
Contents vii I
Part Four Processes 165
10 Process management 167
Process management vision 167
Process Classification Framework and process modeling 169
Process flowcharting 181
Leadership, people and implementation aspects of process management 187
Chapter highlights 189
11 Process redesign/engineering 192
Re engineering the organization? 192
What is BPR and what does it do? 194
Processes for redesign 195
The redesign process 198
BPR the people and the leaders 203
Chapter highlights 204
12 Quality management system 206
Why a quality management system? 206
Quality management system design 208
Quality management system requirements 211
Other management systems and models 221
Improvements made to quality management systems 222
Chapter highlights 223
13 Continuous improvement 225
A systematic approach 225
Some basic tools and techniques 227
Statistical process control 235
Some additional techniques for process design and improvement 238
Taguchi methods for process improvement 242
Six sigma 245
The DRIVE framework for continuous improvement 251
Chapter highlights 257
Part Four Discussion Questions 261
Part Five People 263
14 Human resource management 265
Introduction 265
Strategic alignment of HRM policies 266
Effective communication 269
Employee empowerment and involvement 272
Training and development 274
Teams and teamwork 276
Review, continuous improvement and conclusions 277
Organizing people for quality 278
Quality circles or kaizen teams 282
Chapter highlights 285
¦
H viii Contents
15 Culture change through teamwork 288
The need for teamwork 288
Running process management and improvement teams 290
Teamwork and action centered leadership 293
Stages of team development 298
Personality types and the MBTI 302
Interpersonal relations FIRO B and the Elements 304
Chapter highlights 313
16 Communications, innovation and learning 315
Communicating the quality strategy 315
Communicating the quality message 318
Communication, learning, education and training 319
A systematic approach to education and training for quality 322
Starting where and for whom? 324
Turning education and training into learning 327
The practicalities of sharing knowledge and learning 330
Chapter highlights 331
Part Five Discussion Questions 334
Part Six Implementation 335
17 Implementing TQM 337
TQM and the management of change 337
Planning the implementation of TQM 339
Sustained improvement 342
Chapter highlights 346
Part Six Discussion Questions 347
Case Studies 349
Reading, using and analyzing the cases 349
Cl TQM in BT Retail 353
C2 Sustainable business improvement in a global corporation Shell Services 361
C3 Texas Instruments Europe leadership and commitment to total quality and
business excellence 372
C4 TQM implementation and policy deployment at ST Microelectronics 379
C5 DRIVER for change in BBC Resources 390
C6 Best Value in Harrogate Borough Council 396
C7 Unilever HPCE the self assessment journey 408
C8 Business improvement strategies in the Highways Agency 425
C9 Process management at Celestica Ltd 432
C10 Developing a business management system (BMS) in QinetiQ 443
Cll Business excellence through speed and teamwork in Philips Electronics 454
Bibliography 471
Index 479
|
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| dewey-full | 658.4/013 |
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| dewey-search | 658.4/013 |
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| discipline | Wirtschaftswissenschaften |
| edition | 3. ed. |
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| title | Total quality management text with cases |
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