Uses an 8 step Quality Improvement Model that provides a sound method for teams to address process improvement or reengineering opportunities.

Describes in detail how to enable teams to effectively use tools to improve processes or redesign.

Structures chapters around the order that teams generally use tools and techniques.

Offers both necessary and sufficient detail to actually enable teams to use tools and techniques.

Provides a quick reference or basic instruction for over 3 dozen tools and techniques used by quality teams.

This valuable new book provides quality improvement teams, and their leaders, with a comprehensive set of tools and techniques to solve problems and improve processes in their organizations. The book offers experienced teams instruction on more advanced, less frequently used tools as well as provides detailed guidelines on the basic tools for newly formed teams.
The seven quality tools, seven management tools, and an additional 20 tools and techniques have also been incorporated into this title. Both the service and manufacturing industries and environments will find the applications useful. Each tool and technique includes sections that describe the tool, key points in using it, typical applications, an example, and steps in using the tool.

Chapter One: Introduction
Quality and Its Prerequisites
About This Book
What This Book Is Not
Caution on "Toolbox TQM"
Chapter Two: Work as a Process
Work: A Series of Activities
Functional versus Process Orientation
Barriers to Change: Structural Factors
Process Classifications
Process Identification and Selection
Process Identification for Work Units
Chapter Three: Measures of Effectiveness
The Effectiveness Equation
Measuring Customer Satisfaction and Loyalty
Family of Measures
Data Types
Data Validity, Reliability, and Bias
Chapter Four: Quality Improvement Model
The Eight-Step Model
Step 1: Select Improvement Opportunity
Step 2: Analyze Current Situation
Step 3: Identify Root Causes
Step 4: Select and Plan Solution
Step 5: Implement Pilot Solution
Step 6: Monitor Results and Evaluate Solution
Step 7 Standardize
Step 8: Recycle
Quality Improvement Tools and Techniques Matrix
Chapter Five: Idea Generation
Brainstorming
Brainwriting
Crawford Slip Method
Chapter Six: Consensus
Affinity Diagram
Balance Sheet
Criteria Rating Form
Is/Is Not Stratification
List Reduction
Paired Comparisons
Weighted Voting
Chapter Seven: Process Definition
Flowcharts
Process Analysis Worksheet
Tree Diagram
Chapter Eight: Collecting Data
Check Sheets
Focus Groups
Sampling
Surveys
Chapter Nine: Analyzing Cause and Effect
Cause-and-Effect Diagram
Five Whys
Interrelationship Digraph
Chapter Ten: Analyzing and Displaying Data
Charts (Bar, Pie, Run, and Spider)
Force Field Analysis
Histogram
Matrix Diagram
Pareto Chart
Prioritization Matrix
Scatter Diagram
Statistical Process Control: Control Charts
Statistical Process Control: Process Capability
Chapter Eleven: Planning Tools
Activity Network Diagrams
Gantt Chart
Process Decision Program Chart
Storyboards
Tree Diagram
Chapter Twelve: Meeting Management Tools
Agendas/Meeting Minutes
Plus/Delta (+/D) Evaluation
Chapter Thirteen: Benchmarking
Chapter Fourteen: Questionnaires
Chapter Fifteen: Video One Case Study
Industry Background
Video One
Video One's First Operations Review
Selecting an Improvement Opportunity
Analyzing Current Activity
Identify Root Causes
Select and Plan Solution
During Implementation
Appendix A: Glossary
Appendix B: References and Resources
Index

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