Managing Quality, 6th Edition

Index

• 5M cause-and-effect diagrams
• 5s (5 Cs) housekeeping technique
• 7-step VSM method
• 10 benchmarks for total quality success
• 10 dimensions of service quality
• 10-step benchmarking process
• 14 points for management, Deming
• 14-step quality improvement program
• 80/20 rule

• ABC see activity-based costing systems
• acceptable quality level (AQL)
• activity-based costing (ABC) systems
• advanced product quality planning (APQP)
• adversarial approach to suppliers
• affinity diagram method
• AlliedSignal
• American Society for Quality (ASQ)
• annual plans
• appraisal
  • see also prevention-appraisal-failure
  • costs
• APQP see advanced product quality planning
• AQL see acceptable quality level
• arrow diagram method
• ASQ see American Society for Quality
• assessment
  • see also RADAR logic; self-assessment
  • ‘health check’ grid
  • quality management systems
  • TQM framework
• assurance see quality assurance
• audits of suppliers
• automotive industry
  • Chrysler
  • Ford
  • General Motors
  • Honda
  • Nissan
  • Toyota
• awards/models
  • benefits
  • Deming Prize
  • EFQM Excellence Award
  • MBNQA
  • summary
• awareness

• Baldrige, Malcolm
  • see also Malcolm Baldrige National Quality…
• bar charts
• Belbin, R. M.
• benchmarking
  • difficulties/pitfalls
  • Feigenbaum
  • steps in process
  • success factors
  • summary
  • TQM framework
  • types
• Berry, L. L.
• blueprinting see process mapping
• Boaden, Ruth
• BPR see business process re-engineering
• BQF see British Quality Foundation
• brand image
• Brazil, Russia, India, China (BRIC) economies
• breakthrough management
• BRIC see Brazil, Russia, ...