Total quality management blueprint:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Oxford
Blackwell Publ.
1999
|
| Series: | Business blueprints
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVII, 275 S. graph. Darst. |
| ISBN: | 0631195777 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
List of figures ix
List of tables xi
Preface xiii
Glossary of terms xv
1 Total Quality Management: an introduction 1
Introduction 1
What is quality? 1
Why is quality important? 15
The evolution of quality management 25
Prevention versus detection 29
The key elements of Total Quality Management 32
What are the benefits of Total Quality Management? 36
Summary 40
References 40
2 The received wisdom on Total Quality Management 43
Introduction 43
Crosby 43
Deming 45
Feigenbaum 47
Juran 49
Imai 50
Ishikawa 51
Shingo 52
Taguchi 53
Japanese style TQC 55
Summary 56
References 56
vi Contents
3 The role of management in Total Quality Management 58
Introduction 58
Why senior executives should become involved in TQM 58
What senior executives need to know about TQM 63
What senior executives need to do about TQM 67
The role of middle management 73
The role of first-line management 74
Summary 75
References 75
4 Business Process Management 76
Introduction 76
Process management methodology 78
Process ownership 80
Strategic process thinking 81
Definition and categorization 83
Collection 86
Type of costs 90
Reporting 93
Uses 95
Summary 97
References 99
Acknowledgements 100
5 Quality management systems 101
Introduction 101
What is quality assurance? 101
What is a quality system? 102
The development of quality system standards 103
The ISO 9000 series of standards: an overview 109
Implementation guidelines for the ISO 9000 series 117
Quality system assessment and registration 120
Benefits and limitations of the ISO 9000 series 122
Summary 127
References 128
6 Quality management tools and techniques 131
Introduction 131
Benchmarking 132
Checklists 134
Departmental Purpose Analysis (DPA) 134
Contents vii
Design of experiments 136
Failure Mode and Effects Analysis (FMEA) 141
Flow charts 146
Mistake proofing 148
Quality Function Deployment (QFD) 149
Seven quality control tools 153
Control charts 161
Seven management or planning tools 161
Statistical Process Control 169
Summary 176
References 177
7 Teams and teamwork 179
Introduction 179
The role of teams in continuous improvement 180
Types of teams 181
Differences between teams 188
Commonalities between teams 190
Evaluation of teams 193
Team competition 197
Guidelines for developing effective teams 199
Summary 201
References 201
8 Assessment of progress 203
Introduction 203
Award models 205
The self-assessment process 214
Summary 225
References 227
Acknowledgements 228
9 The introduction of Total Quality Management 229
Introduction 229
The need for change 229
Approaches to Total Quality Management 232
Training for quality 240
Summary 260
References 261
Acknowledgements 262
viii Contents
10 Total Quality Management: summary 263
Introduction 263
The present 263
The future 267
References 270
Acknowledgements 271
Index 272
List of figures
1.1 The inside /outside specification dilemma 5
1.2 Design tolerance and process variation relationship 6
1.3 Service model 13
1.4 Quality improvement is a continuous process 24
1.5 The four levels in the evolution of Total Quality Management 26
1.6 A detection-based quality system 30
1.7 A prevention-based quality system 31
2.1 Design of experiments: liner bond strength 54
3.1 The continuous improvement process 62
3.2 The business planning process 66
3.3 Service gap model 70
4.1 End-to-end process management - overlapping responsibilities 77
4.2 Process improvement capability maturity model 78
4.3 Process management model 79
4.4 Strategic process thinking 81
5.1 Performance improvement 123
6.1 Steps in the benchmarking process 133
6.2 Inspection and validation checklist covering construction of
standard operating procedures 135
6.3 Departmental Purpose Analysis 138
6.4 Design of experiments: liner bond strength 141
6.5 Potential Failure Mode and Effects Analysis (process FMEA) 144
6.6 Flow chart: laboratory services 147
6.7 Quality Function Deployment: House of Quality:
Product Planning Stage 150
6.8 Check sheet: gluing/stitching department 153
6.9 Histogram - Laboratory process analysis 155
6.10 Pareto diagram - Laboratory process 157
6.11 Cause and effect diagram - causes of customer dissatisfaction
with respect to poor service 160
x List of figures
6.12 Relations diagram: linking issues and ideas from the affinity
diagram relating to managing the customer contact cycle 163
6.13 Affinity diagram: grouping of causals against the customer
contact cycle evaluation model 164
6.14 Systematic diagram: range of paths and tasks to be
accomplished to manage customer retention 165
6.15 Matrix diagram: to show relationship and strength of
influence and deploy definable and assignable tasks to the
organization 167
6.16 The PDPC method: bottleneck engineering problem 168
6.17 Arrow diagram: siting of a quality notice board 169
6.18 Control chart: laboratory process cycle time 171
7.1 Stages of team formation 187
7.2 A model for team development 188
8.1 Baldrige criteria for performance excellence framework 209
8.2 The EFQM model for business excellence 213
8.3 Self-assessment: general process 217
8.4 MBNQA scores: current and 5 year projection 219
9.1 Market-led paradigm of TQI 230
9.2 The UMIST TQM framework 236
9.3 Quality training support 248
9.4 Relationship between quality improvement initiatives and
team activity 252
9.5 Business quality programme 255
9.6 Business as usual: Business Quality Group - UK Utility
Division 258
List of tables
1.1 OFWAT levels of service performance 1995-6 4
7.1 Differences between Quality Circles and Yield Improvement
Teams 189
8.1 Quality award criteria 208
9.1 UMIST TQM framework: a summary 238
9.2 Advantages of internal and external training 241
9.3 Introduction of tools and techniques 244
9.4 Quality topics 245
9.5 Quality training: course outline 246
|
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| isbn | 0631195777 |
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| publishDate | 1999 |
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| series2 | Business blueprints |
| spelling | Dale, Barrie Verfasser aut Total quality management blueprint Barrie Dale and Heather Bunney Oxford Blackwell Publ. 1999 XVII, 275 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Business blueprints Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s DE-604 Bunney, Heather Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017192451&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Dale, Barrie Bunney, Heather Total quality management blueprint Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4219057-5 |
| title | Total quality management blueprint |
| title_auth | Total quality management blueprint |
| title_exact_search | Total quality management blueprint |
| title_full | Total quality management blueprint Barrie Dale and Heather Bunney |
| title_fullStr | Total quality management blueprint Barrie Dale and Heather Bunney |
| title_full_unstemmed | Total quality management blueprint Barrie Dale and Heather Bunney |
| title_short | Total quality management blueprint |
| title_sort | total quality management blueprint |
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| topic_facet | Qualitätsmanagement |
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