512 Pages 102 B/W Illustrations
    by CRC Press

    In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors.

    This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations.

    The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.

    Contents

    MANAGEMENT OF TOTAL QUALITY


    Total Quality Management and the Revival of
    Quality in the U.S.
    The Concept of TQM
    Antecedents of Modern Quality Management
    The Quality Pioneers
    Accelerating Use of TQM
    Quality and Business Performance
    Service Quality vs. Product Quality
    Exercises
    Illustrative Case
    Endnotes
    References
    Leadership
    Attitude and Involvement of Top Management
    Communication
    Culture
    Management Systems
    Control
    Exercises
    Illustrative Cases
    Endnotes
    References
    Information and Analysis
    Organizational Implications
    Strategic Information Systems
    Shortcomings of Accounting Systems
    Organizational Linkages
    Advanced Processes/Systems
    Information and the Customer
    The Information Systems Specialists
    Systems Design
    Exercises
    Illustrative Case
    Endnotes
    References
    Strategic Quality Planning
    Strategy and the Strategic Planning Process
    Strategic Quality Management
    Definition of Quality
    Control
    Service Quality
    Summary
    Exercises
    Illustrative Cases
    Endnotes
    References
    Human Resource Development and Quality Management
    Involvement: A Central Idea of Human Resource Utilization
    Organizing for Involvement
    Training and Development
    Selection
    Performance Appraisal
    Compensation Systems
    Total Quality Oriented Human Resource Management
    Exercises
    Illustrative Cases
    Endnotes
    References
    Management of Process Quality
    A Brief History of Quality Control
    Product Inspection vs. Process Control
    Moving from Inspection to Process Control
    Statistical Quality Control
    Basic Approach to Statistical Quality Control
    Manufacturing to Specification vs. Manufacturing to Reduce
                    Variations
    Process Control in Service Industries
    Process Control for Internal Services
    Quality Function Deployment
    Just-in-Time (JIT)
    Just-in-Time or Just-in-Case
    The Human Side of Process Control
    Exercises
    Illustrative Cases
    Endnotes
    References
    Customer Focus and Satisfaction
    Process vs. Customer
    Internal Customer Conflict
    Defining Quality
    A Quality Focus
    The Driver of Customer Satisfaction
    Getting Employee Input
    Measurement of Customer Satisfaction
    The Role of Marketing and Sales
    The Sales Process
    Service Quality and Customer Retention
    Customer Retention and Profitability
    Buyer–Supplier Relationships
    Exercises
    Illustrative Cases
    Endnotes
    References
    Benchmarking
    The Evolution of Benchmarking
    The Essence of Benchmarking
    Benchmarking and the Bottom Line
    The Benefits of Benchmarking
    Strategic Benchmarking
    Operational Benchmarking
    The Benchmarking Process
    Identify the Best-in-Class
    Measure Your Own Performance
    Actions to Close the Gap
    Pitfalls of Benchmarking
    Exercises
    Illustrative Case
    Endnotes
    References
    Organizing for Total Quality Management
    Organizing for TQM: The Systems Approach
    Organizing for Quality Implementation
    The People Dimension: Making the Transition from a
                    Traditional to a TQM Organization
    Roles in Organizational Transition to TQM
    Small Groups and Employee Involvement
    Teams for TQM
    Exercises
    Illustrative Cases
    Endnotes
    References
    Quality and Productivity
    The Leverage of Productivity and Quality
    Management Systems vs. Technology
    Productivity in the United States
    Measuring Productivity
    Basic Measures of Productivity:
    Ratio of Output to Input
    White-Collar Productivity
    Improving Productivity (and Quality)
    Capital Equipment vs. Management Systems
    Activity Analysis
    Exercises
    Illustrative Case
    Endnotes
    References
    PROCESSES AND QUALITY TOOLS
    The Cost of Quality
    Cost of Quality Defined
    The Cost of Quality
    Three Views of Quality Costs
    Quality Costs
    Measuring Quality Costs
    The Use of Quality Cost Information
    Accounting Systems and Quality Management
    Activity-Based Costing
    Exercises
    Endnotes
    References
    The Concept of a Process
    What is a Process?
    Examples of Processes
    Types of Processes
    The Total Process
    Exercises
    Endnotes
    Understanding Data
    Introduction
    Data and Information
    How to Present/Describe Data
    Sampling
    Exercises
    Endnotes
    References
    The Seven Basic Quality Control Tools
    Background
    Check Sheets
    Flowcharts
    Graphs
    Histograms
    Pareto Charts
    Cause-and-Effect Diagrams
    Scatter Diagrams
    Control Charts
    Exercises
    Endnotes
    References
    Control Charts for Variables
    Background
    Uses of Control Charts
    Variables Control Charts
    Applications of Variables Control Charts
    Examples of Variables Control Charts
    Summary
    Exercises
    References
    Control Charts for Attributes
    Control Chart for Fraction Non-Conforming (p Chart)
    Control Chart for Number Non-Conforming (np Chart)
    Control Chart for Non-Conformities
    Summary
    Exercises
    References
    When to Use the Different Control Charts
    Introduction
    Example 1
    Example 2
    Example 3
    Summary
    Exercises
    Quality Improvement Stories
    What Is a Quality Improvement Story?
    Step 1: Identify the Problem Area
    Step 2: Observe and Identify Causes of the Problem
    Step 3: Analyze, Identify, and Verify Root Cause(s) of the
                    Problem
    Step 4: Plan and Implement Preventive Action
    Step 5: Check Effectiveness of Action Taken
    Step 6: Standardize Process Improvement
    Step 7: Determine Future Action
    Other Considerations
    QI Story Line
    Data Collection
    Exercises
    References
    Quality Function Deployment
    History
    What Is Quality Function Deployment?
    Benefits
    Conclusion
    Exercises
    Endnotes
    References
    CRITERIA FOR QUALITY PROGRAMS
    ISO 9000
    ISO Around the World
    ISO 9000 in the U.S.
    ISO 9000
    Benefits of ISO 9000 Certification
    Getting Certified: The Third-Party Audit
    Documentation
    Post-Certification
    Choosing an Accredited Registration Service
    ISO 9000 and Services
    The Cost of Certification
    ISO 9000 vs. the Baldrige Award
    Implementing the System
    Final Comments
    Exercises
    Endnotes
    References
    The Baldrige Award
    Endnotes 370
    European Union Directives
    EU Directives
    Compliance with EU Directives
    CE Conformity Marks
    Cost of Non-Conformance
    Conclusion
    Exercises
    References
    QS-9000
    Historical Perspective
    Basic QS-9000
    Structure of QS-9000
    Document Control and Registration
    Summary
    Exercises
    References
    ISO 14000
    Components of ISO 14000
    Registration
    Benefits
    Exercises
    References
    ISO 9000: A Practical Step-by-Step Approach
    Preparing for ISO 9000 Registration
    Pre-Audit Conducted
    Documenting Control Procedures and Work Activities
    Implementing a Policies and Procedures Training Program
    The Final Assessment
    GSP’s Recommendations for Achieving ISO 9000
    Exercises
    Process Capability
    Introduction
    Attribute Process Capability
    Variable Process Capability
    Tolerance and Specifications
    Capability Indexes
    Colony Fasteners
    Design and Introduction of Products and Services
    Process Management: Product and Service Production and
                    Delivery
    Process Management: Support Services
    Management of Supplier Performance
    Summary of Company Requirements
    Exercises
    Endnotes
    References
    Introduction to Reliability
    Introduction
    Reliability
    Measures of Reliability
    System Reliability
    Exercises
    Endnotes
    References
    Introduction to Six Sigma
    The History of Six Sigma
    The Six Sigma Concept
    Six Sigma Features
    Benefits of Six Sigma
    Exercises
    Endnotes
    References
    Healthcare Service Excellence
    Service Is the Competitive Edge
    Why Customer Service in Healthcare?
    The Healthcare Customer
    How to Use Customer Profiles
    The Quality of Behavior
    Moving Toward a Total Service Quality Management Process
    Summary
    Exercises
    Endnotes
    References

    Biography

    Vincent K. Omachonu, Joel E. Ross

    “The third edition of ‘Principles of Total Quality’ is an excellent introduction to Total Quality Management (TQM) from authors who know what they are talking about. … The book is easy to read and the format pleasant and instructive. Most chapters finish with illustrative cases and a set of questions which will help you remember the salient points. … Whether you dip in, or read from cover to cover, I recommend this edition from two authors who have won their spurs in our quality profession.”
    — Quality Assurance Journal
    “The book is easy to read and understand and is a useful addition to collection of books on TQM.”
    —TQM Magazine
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