About This Course:....ix
How to Take This Course:....xi

1    Quality in Manufacturing and Service:....1
Introduction
A Brief History
    Modern Developments in Quality
    A Race Without a Finish Line
Definitions of Quality
    Fitness for Use
    Conformance to Specifications
Quality in Manufacturing and Service Systems
    Quality in Manufacturing Systems
    Quality in Services
Economic Issues
    Quality and Price
    Quality and Market Share
    Quality and Cost
    The Taguchi Loss Function
Quality, Strategic Planning, and Competitive Advantage
    Competitive Advantage
    Multiple Dimensions of Quality
Review Questions

2    Principles of Total Quality Management:....17
Introduction
Elements of Total Quality Management
    Strategic Planning and Leadership
    A Customer Focus
    Fact-Based Management
    Continuous Improvement
    Teamwork and Participation
TQM and Traditional Management Practices
Influence of the Malcolm Baldrige National Quality Award
    Award Criteria
Benefits of Total Quality Management
Review Questions

3    Leadership and Strategic Planning:....35
Introduction
Perspectives on Leadership for Quality
    Leadership Styles
    The Baldrige View of Leadership
The Deming Management Philosophy
    Profound Knowledge
    The Impact of Profound Knowledge
    Deming's 14 Points for Management
The Juran Philosophy
    The Juran Quality Trilogy
The Crosby Philosophy
Review Questions

4    A Focus on the Customer:....53
Introduction
The Customer-Driven Quality Cycle
    Identifying Customer Needs
    Achieving Customer Requirements in Production
    Implications of the Customer-Driven Quality Cycle
Quality Function Deployment
    The Quality Function Deployment Process
    Building the House of Quality
    Implementing Quality Function Deployment
Designing Quality into Services
    Service Needs Identification
    Service System Design
Customer Relationship Management
    Customer Satisfaction Measurement
Review Questions

5    Quality Measurement:....71
Introduction
Financial Aspects of Quality Measurement
    Quality Cost Analysis
    Quality Cost Measurement and Reporting
    Measuring Quality Costs
    Quality Cost Reporting
Activity-Based Costing
Measuring Operations Performance
Types of Data
Tools for Data Collection and Analysis
    Flowcharts
    Check Sheets
    Histograms
    Pareto Diagrams
    Cause-and-Effect Diagrams
    Setter Diagrams
    Control Charts
Measurement and the Baldrige Award
Review Questions

6    Methods for Continuous Improvement:....89
Introduction
Kaizen
    Kaizen and Innovation
Improving Human Resources
    Recruitment and Training
    Performance Appraisal
    Compensation
Improving Management Practices
    Benchmarking
Improving Products and Services
    Value Engineering/Value Analysis
    Design Reviews
Improving Production Processes
    Just-in-Time
    Poka-yoke
Improving the Quality System
Problem Solving for Continuous Improvement
    Mess-Finding
    Fact-Finding
    Problem-Fording
    Idea-Finding
    Solution-Finding
    Implementation
Programs for Quality Improvement
    The Deming Cycle
    Juran's Improvement Program
    The Crosby Program
Review Questions

7    Participation and Teamwork:....109
Introduction
Psychological Basis for Employee Involvement
Employee Involvement Practices
    Sharing Information
    Increasing Knowledge
    Rewarding Performance
    Redistributing Power
Individual Participation
    Suggestion Systems
    Empowerment
Partnerships
    Cross-Functional Teams
    Supplier/Customer Partnerships
Problem-Solving Teams
    Quality Circles
    Self-Managed Teams
Resistance to Change
Review Questions

8    Implementation Issues and Strategies:....123
Introduction
The First Barrier: Why TQM?
Internal Organizational Quality Audits
Planning for Implementation
    Senior Management
    Middle Management
The Workforce
The Role of Union/Management Relations
Common Implementation Mistakes
Managing Crises
Strategies for Success
    Best Practices
Review Questions

Bibliography:....139
Post Test:....145
Case Study:....155
Case Study Solution:....165
Selected Readings:....175
Index:....195

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