You are previewing Total Quality Management, 2nd Edition.
O'Reilly logo
Total Quality Management, 2nd Edition

Book Description

The enlarged and revised second edition of

Table of Contents

  1. Cover
  2. Title Page
  3. Contents
  4. About the Author
  5. Dedication
  6. Reviewers
  7. Foreword
  8. Preface
  9. 1 - Quality Concepts
    1. Introduction
    2. Definitions of Quality
    3. Garvin's Approaches to Defining Quality
    4. Quality Management
    5. Important Quality Terms
    6. Importance of Quality
    7. Quality and Profit
    8. Types of Quality
    9. Three Levels of Quality
    10. The Five Paradigms of Quality
    11. Dimensions of Product Quality
    12. Dimensions of Service Quality
    13. Old Quality versus New Quality
    14. Cost of Quality (COQ)
    15. Quality Cost Indices
    16. Summary
    17. Key Terms
    18. Case Study
    19. Exercises
    20. Short-answer Questions
    21. Match the Following
    22. Discussion Questions
    23. Projects
  10. 2 - Quality Gurus
    1. Introduction
    2. Walter Shewart
    3. W. Edwards Deming
    4. Joseph Juran
    5. Armand Feigenbaum
    6. Philip Crosby
    7. Kaoru Ishikawa
    8. Genichi Taguchi
    9. Quality Characteristic
    10. Dr Shingo Shigeo
    11. Masaaki Imai
    12. Summary
    13. Key Terms
    14. Case Study
    15. Short-answer Questions
    16. Match the Following
    17. Discussion Questions
    18. Projects
  11. 3 - The Philosophy of Total Quality Management
    1. Introduction
    2. Definitions of TQM
    3. The Total Quality System
    4. The Evolution of TQM—From Inspection to Total Quality Management
    5. Seven Phases in the Development of TQM
    6. Principles of Total Quality Management
    7. The Key Elements of TQM
    8. Core Concepts of TQM
    9. Total Quality Management Excellence Model (TQMEX)
    10. Traditional Organization versus TQM Organization
    11. Common Barriers to the Implementation and Development of a TQM Programme
    12. Prerequisites for TQM
    13. TQM Implementation
    14. Benefits of TQM
    15. Summary
    16. Key Terms
    17. Case Study
    18. Short-answer Questions
    19. Match the Following
    20. Discussion Questions
    21. Projects
  12. 4 - Leadership and Strategic Planning
    1. Introduction
    2. Defining Leadership
    3. Quality Leadership
    4. Leadership Functions
    5. Visionary Leadership
    6. Six Natural Levels of Leadership Competencies
    7. Corporate Social Responsibility
    8. Strategic Quality Management
    9. Balanced Scorecard
    10. Quality Culture
    11. Change Management: Leading the Change to Quality Culture
    12. Summary
    13. Key Terms
    14. Case Study
    15. Short-answer Questions
    16. Match the Following
    17. Discussion Questions
    18. Projects
  13. 5 - TQM Kitemarks
    1. Introduction
    2. Japan's Deming Prize
    3. Malcolm Baldrige National Quality Award (MBNQA)
    4. IMC Ramakrishna Bajaj National Quality Award (IMC RBNQA)
    5. The European Quality Award
    6. CII-EXIM Bank Award for Excellence
    7. Maturity Models
    8. Capability Maturity Model Integration (CMMI)
    9. Summary
    10. Key Terms
    11. Case Study
    12. Short-answer Questions
    13. Match the Following
    14. Discussion Questions
    15. Projects
  14. 6 - Statistical Concepts in Quality Management
    1. Introduction
    2. Variation
    3. Probability Distributions
    4. Measurement System Analysis (MSA)
    5. Process Capability
    6. Sampling
    7. Quality Assurance
    8. Summary
    9. Key Terms
    10. Case Study
    11. Exercises
    12. Short-answer Questions
    13. Match the Following
    14. Discussion Questions
    15. Projects
  15. 7 - Six Sigma
    1. Introduction
    2. Key Six Sigma Concepts
    3. The Six Sigma Quality Level
    4. Six Sigma versus Three Sigma
    5. Shifts and its Role
    6. Defects Per Million Opportunities (DPMO)
    7. Six Sigma Strategy
    8. Implementing Six Sigma
    9. Define, Measure, Analyse, Improve and Control (DMAIC)
    10. Define, Measure, Analyse, Design and Verify (DMADV)
    11. Six Sigma Training Programmes
    12. Summary
    13. Key Terms
    14. Case Study
    15. Short-answer Questions
    16. Multiple-choice Questions
    17. Match the Following
    18. Discussion Questions
    19. Projects
  16. 8 - Quality Improvement Tools
    1. Introduction
    2. The Pareto Chart
    3. Cause-and-effect Diagram
    4. Check Sheet
    5. Histogram
    6. Scatter Diagram
    7. Control Charts
    8. Graphs
    9. Applications of the Seven Quality Control Tools in Six Sigma
    10. The Seven New Management and Planning Tools
    11. Summary
    12. Key Terms
    13. Case Study
    14. Short-answer Questions
    15. Match the Following
    16. Discussion Questions
    17. Projects
  17. 9 - Kaizen—Continuous Improvement
    1. Introduction
    2. Concepts of Kaizen
    3. Lean
    4. What is the 5 S?
    5. Kaizen versus Innovation
    6. Company-Wide Quality Control (CWQC)
    7. Kaizen—The Practice
    8. Quality Function Deployment (QFD)
    9. Quality Control Circles (QCC)
    10. The Suggestion System
    11. Poka-yoke
    12. Quality of Work Life
    13. Summary
    14. Key Terms
    15. Case Study
    16. Short-answer Questions
    17. Match the Following
    18. Discussion Questions
    19. Projects
  18. 10 - Breakthrough Improvement
    1. Introduction
    2. Invention and Innovation
    3. Creativity
    4. Brainstorming
    5. Innovation
    6. The Theory of Inventive Problem Solving (Teorija Rezbenija Izobretatelashib Zadach, TRIZ)
    7. Value Analysis/Value Engineering
    8. Summary
    9. Key Terms
    10. Case Study
    11. Short-answer Questions
    12. Match the Following
    13. Discussion Questions
    14. Projects
  19. 11 - Benchmarking
    1. Introduction
    2. Benchmarking: What Is It?
    3. An Overview of Benchmarking
    4. The Evolution of Benchmarking
    5. Advantages of Benchmarking
    6. Types of Benchmarking
    7. Designing the Benchmarking Process
    8. Prerequisites for Benchmarking
    9. Summary
    10. Key Terms
    11. Case Study
    12. Short-answer Questions
    13. Match the Following
    14. Discussion Questions
    15. Project
  20. 12 - Business Process Re-engineering
    1. Introduction
    2. When Is BPR Used?
    3. Key Concepts of BPR
    4. The 3 R's of Re-engineering
    5. Emergence of BPR
    6. Requirements of the Re-engineering Process
    7. Rules of BPR
    8. Benefits of BPR
    9. Business Process Re-engineering Methodologies
    10. Consolidated Methodology
    11. Implementation of BPR
    12. Re-engineering in the Service and Manufacturing Industry
    13. Re-engineering Structure
    14. Limitations and Issues in BPR
    15. The Relationship between BPR and TQM
    16. Summary
    17. Key Terms
    18. Case Study
    19. Discussion Questions
    20. Short-answer Questions
    21. Match the Following
    22. Discussion Questions
    23. Projects
  21. 13 - Business Process Management
    1. Introduction
    2. Designing Processes for Quality
    3. Process Mapping
    4. The BPM Implementation Framework
    5. Summary
    6. Key Terms
    7. Case Study
    8. Short-answer Questions
    9. Match the Following
    10. Discussion Questions
    11. Project
  22. 14 - Total Productive Maintenance
    1. Reliability
    2. Failure Mode and Effect Analysis (FMEA)
    3. Total Productive Maintenance (TPM)
    4. Eight Pillars of TPM
    5. Summary
    6. Key Terms
    7. Case Study
    8. Exercise
    9. Short-answer Questions
    10. Match the Following
    11. Discussion Questions
    12. Projects
  23. 15 - Customer-driven Quality
    1. Introduction
    2. Who Is a “Customer”?
    3. Customer Perceptions of Quality
    4. Need for Customer Focus
    5. Buyer-Supplier Relationships
    6. Customer Relationship Management (CRM)
    7. CRM Defined
    8. Emergence of CRM
    9. Schools of Thought on CRM
    10. Purpose/Objectives of CRM
    11. Components of CRM
    12. The Ladder of Loyalty
    13. Levels of Relationship Strategies for Bonding Customer Relationship
    14. Customer Defections
    15. Customer Retention Programmes
    16. Economics of Customer Relationship Management
    17. Creating Relationship Value (Lifetime Value of Customers)
    18. Customer Acquisition and Segmentation
    19. Framework for Building CRM Strategy
    20. Ten Tips to Build Customer Loyalty
    21. Models of CRM
    22. CRM in B2B and B2C Context
    23. CRM Scorecards
    24. Role of IT in CRM
    25. Different Levels of e-CRM
    26. CRM Future
    27. Summary
    28. Key Terms
    29. Case Study
    30. Short-answer Questions
    31. Match the Following
    32. Discussion Questions
    33. Projects
  24. 16 - TQM in Services
    1. Introduction
    2. Service Industry and Quality
    3. Value in the Service Industry
    4. Classification of Services
    5. Defining Service Quality
    6. The Servqual Model
    7. Hospitality Sector
    8. Improving the Service Quality
    9. Summary
    10. Key Terms
    11. Case Study
    12. Short-answer Questions
    13. Match the Following
    14. Discussion Questions
    15. Projects
  25. 17 - Quality Management System
    1. Introduction
    2. Development of the ISO 9000 Standards
    3. Quality Management Principles
    4. Quality Management Systems: An Introduction
    5. ISO 9001:2008: Quality Management System Requirements
    6. Implementing ISO 9001:2008
    7. ISO 9001:2008 versus ISO 9001:2000
    8. Certification
    9. Benefits of ISO 9000 Certification
    10. Summary
    11. Key Terms
    12. Case Study
    13. Short-answer Questions
    14. Match the Following
    15. Discussion Questions
    16. Projects
  26. 18 - Quality Audit
    1. Introduction
    2. Audit Standards—ANSI/ISO 10011, Part 1-2-3, 1994 Guidelines for Auditing ISO/AS 900 Quality System (ISO)
    3. Audit Objectives
    4. Types of Quality Audit
    5. The Quality Audit: Planning and Preparation
    6. Quality Auditors
    7. Audit Performance
    8. Most Common Non-conformities
    9. Audit Checklist
    10. Internal Audit
    11. Summary
    12. Key Terms
    13. Case Study
    14. Short-answer Questions
    15. Match the Following
    16. Discussion Questions
    17. Project
  27. Notes
  28. Acknowledgements
  29. Copyright