Managing quality in the service sector:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Kogan Page
1996
|
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 222 S. |
| ISBN: | 0749419547 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Preface 9
Acknowledgements 10
Introduction 11
1 The evolution of quality management 13
2 Competing technologies for improvement 15
Introduction to benchmarking 15
Introduction to total quality management 18
Introduction to process simplification 22
Introduction to BS EN ISO 9000 24
Introduction to business process re-engineering 26
Introduction to compulsory competitive tendering/market testing 28
3 An integrated framework for improvement 31
Responsibility for processes 33
The process owner 33
Practical problems in negotiating process ownership 34
4 Turning a mission into an agenda for action 35
The mission statement 35
Definition of critical success factors 36
Definition of key business processes 36
5 Understanding business processes 41
Introduction to business processes 41
Flowcharting a process 43
Setting process requirements 44
Measuring process performance 47
Introduction to process analysis 48
Other process issues 51
Using the flowchart to implement performance measurement 52
6 Using statistics to monitor process performance 55
Investigating process behaviour 56
Introduction to statistical techniques 56
Techniques for data collection 57
6 Contents
Techniques for data analysis 61
Simple statistical measures 70
Different types of process variation 72
7 Introduction to control charts 74
Uses of control charts 74
Types of control charts 74
8 The construction of x and R charts 77
Data collection 77
Recording the data 78
The mean range and process mean 80
Control limits 80
Control chart interpretation 83
9 The x moving range chart 86
Calculating the moving range 87
Calculating the centre lines 88
Calculating the control limits 88
Interpreting the x moving range chart 91
Some applications of x moving range charts 91
10 Understanding process variability 92
Critical knowledge for managers 92
Common and special causes of variation 92
Action following chart interpretation 96
11 Understanding process capability 98
What is process capability? 98
The capability index 98
Calculating the capability index for normal data 100
Calculating the capability index for skewed or non-normal data 102
Implications of capability 105
12 Monitoring processes for error 107
Attribute data 107
Drawing the np chart 110
Drawing the p chart 1 16
Drawing the c chart 12 1
Drawing the u chart 126
Attribute data control charts - summary 13 1
13 Detecting process changes using cusums 133
Introduction to cusums 133
Contents 7
Constructing a cusum chart 133
The double cusum 139
Summary 142
14 Self-measurement 143
15 Why performance measurement fails 146
False starts 146
A structure for improvement 147
A simple process for problem-solving 149
Establishing the cost of quality of the process 154
Understanding internal customers needs 158
16 Opportunities for innovation 162
Imagineering 163
Starting with a clean sheet 164
Realigning the process to customer needs 169
In summary 1 70
17 Case study: Trumplington Health Authority 171
Background 1 71
Mission 172
Values 172
Aims 172
Organisation 173
Critical success factors 173
The business processes 175
Assessment of the business processes 182
Improvement work on Process 33 182
Appendices
1 Definitions 200
2 Statistical Symbols 202
3 Table of Constants 203
4 Standardised tails of Pearson curves (positive skewness) 204
5 Standardised tails of Pearson curves (negative skewness) 206
6 Standardised median of Pearson curves 208
7 Calculation worksheets 210
References 216
Index 217
|
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| indexdate | 2024-07-09T22:25:10Z |
| institution | BVB |
| isbn | 0749419547 |
| language | English |
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| publishDate | 1996 |
| publishDateSearch | 1996 |
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| publisher | Kogan Page |
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| spelling | Asher, Mike Verfasser aut Managing quality in the service sector Mike Asher London Kogan Page 1996 222 S. txt rdacontent n rdamedia nc rdacarrier HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019656628&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Asher, Mike Managing quality in the service sector |
| title | Managing quality in the service sector |
| title_auth | Managing quality in the service sector |
| title_exact_search | Managing quality in the service sector |
| title_full | Managing quality in the service sector Mike Asher |
| title_fullStr | Managing quality in the service sector Mike Asher |
| title_full_unstemmed | Managing quality in the service sector Mike Asher |
| title_short | Managing quality in the service sector |
| title_sort | managing quality in the service sector |
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