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Quality Management for Organizational Excellence : Introduction to Total Quality

ISBN: 9780131189294 | 0131189298
Edition: 6th
Format: Hardcover
Publisher: Prentice Hall
Pub. Date: 1/1/2010

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SummaryTable of Contents
This direct, straightforward book provides material that focuses on making the theories and principles of total quality practical and useful in a real-world setting. Up-to-date and comprehensive, it coversallof the elements of total quality, including several that receive little or no attention in other total quality books, enabling readers to understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness.Coveringalltopics necessary to total qualit... MORE
PART ONE Philosophy and Concepts
1(480)
The Total Quality Approach to Quality Management
3(40)
... MORE
What is Quality?
3(3)
The Total Quality Approach Defined
6(5)
Two Views of Quality
11(1)
Key Elements of Total Quality
12(5)
Total Quality Pioneers
17(10)
Keys to Total Quality Success
27(1)
Six Sigma Concept
27(3)
How is Six Sigma Achieved?
30(3)
The Future of Quality Management
33(2)
Summary
35(1)
Key Terms and Concepts
36(1)
Factual Review Questions
36(1)
Critical Thinking Activity
36(1)
Discussion Assignments
37(4)
Endnotes
41(2)
Quality and Global Competitiveness
43(38)
The Relationship Between Quality and Competitiveness
44(1)
Cost of Poor Quality
44(2)
Competitiveness and the U.S. Economy
46(3)
Factors Inhibiting Competitiveness
49(7)
Comparisons of International Competitors
56(3)
Human Resources and Competitiveness
59(4)
Characteristics of World-Class Organizations
63(2)
E-Commerce, Information Quality, and Competitiveness
65(1)
Management by Accounting: Antithesis of Total Quality
66(2)
Key Global Trends
68(2)
U.S. Companies: Global Strengths and Weaknesses
70(2)
Quality Management Practices in Asian Countries
72(1)
Summary
73(1)
Key Terms and Concepts
74(1)
Factual Review Questions
74(1)
Critical Thinking Activity
75(1)
Discussion Assignments
75(5)
Endnotes
80(1)
Strategic Management: Planning and Execution for Competitive Advantage
81(33)
What is Strategic Management?
82(1)
Competitive Strategy
82(1)
Components of Strategic Management
83(1)
Strategic Planning Overview
83(1)
Creative Thinking in Strategic Planning
84(1)
Conducting the SWOT Analysis
85(3)
Developing the Vision
88(2)
Developing the Mission
90(2)
Developing the Guiding Principles
92(1)
Developing Broad Strategic Objectives
93(4)
Developing Specific Tactics (Action Plan)
97(4)
Executing the Strategic Plan
101(3)
Strategic Planning in Action: A ``Real-World'' Case
104(5)
Revolutionary Thinking in Strategic Planning
109(2)
Summary
111(1)
Key Terms and Concepts
112(1)
Factual Review Questions
112(1)
Critical Thinking Activity
113(1)
Endnotes
113(1)
Quality Management, Ethics, and Corporate Social Responsibility
114(29)
Ethics Defined
115(3)
Trust and Total Quality
118(2)
Values and Total Quality
120(1)
Integrity and Total Quality
121(1)
Responsibility and Total Quality
121(2)
Manager's Role in Ethics
123(2)
Organization's Role in Ethics
125(1)
Handling Ethical Dilemmas
126(1)
Ethics Training and Codes of Business Conduct
126(3)
Models for Making Ethical Decisions
129(2)
Beliefs Versus Behavior: Why the Disparity?
131(2)
Ethical Dilemmas: Cases
133(4)
Corporate Social Responsibility Defined
137(1)
Summary
138(1)
Key Terms and Concepts
139(1)
Factual Review Questions
139(1)
Critical Thinking Activity
140(1)
Discussion Assignments
140(1)
Endnotes
141(2)
Partnering and Strategic Alliances
143(30)
Partnering or Strategic Alliances
143(6)
Innovative Alliances and Partnerships
149(1)
Internal Partnering
150(3)
Partnering with Suppliers
153(5)
Partnering with Customers
158(1)
Partnering with Potential Competitors
159(6)
Global Partnering
165(1)
Education and Business Partnerships
165(1)
Summary
166(1)
Key Terms and Concepts
167(1)
Factual Review Questions
167(1)
Critical Thinking Activity
168(1)
Discussion Assignments
168(3)
Endnotes
171(2)
Quality Culture: Changing Hearts, Minds, and Attitudes
173(25)
Understanding What a Quality Culture is
173(3)
Quality Culture Versus Traditional Cultures
176(2)
Activating Cultural Change
178(1)
Changing Leaders to Activate Change
179(1)
Laying the Groundwork for a Quality Culture
180(2)
Learning What a Quality Culture Looks Like
182(1)
Countering Resistance to Cultural Change
182(5)
Establishing a Quality Culture
187(5)
Maintaining a Quality Culture
192(1)
Summary
193(1)
Key Terms and Concepts
194(1)
Factual Review Questions
195(1)
Critical Thinking Activity
195(1)
Discussion Assignments
195(2)
Endnotes
197(1)
Customer Satisfaction, Retention, and Loyalty
198(32)
Understanding Who is a Customer
199(1)
Understanding Customer-Defined Quality
200(1)
Identifying External Customer Needs
201(4)
Identifying Internal Customer Needs
205(1)
Communicating with Customers
206(2)
Using Customer Feedback to Make Design Improvements
208(2)
Customer Satisfaction Process
210(1)
Customer-Defined Value
210(2)
Customer Value Analysis
212(1)
Customer Retention
213(3)
Establishing a Customer Focus
216(2)
Recognizing the Customer-Driven Organization
218(1)
Value Perception and Customer Loyalty
219(1)
Customer Loyalty Model
220(1)
Customer Loyalty Versus Customer Profitability
221(2)
Customers as Innovation Partners
223(2)
Summary
225(1)
Key Terms and Concepts
226(1)
Factual Review Questions
226(1)
Critical Thinking Activity
226(1)
Discussion Assignments
227(1)
Endnotes
228(2)
Employee Empowerment
230(24)
Employee Empowerment Defined
230(3)
Rationale for Empowerment
233(1)
Inhibitors of Empowerment
234(6)
Management's Role in Empowerment
240(1)
Implementing Empowerment
241(4)
How to Recognize Empowered Employees
245(1)
Avoiding Empowerment Traps
245(1)
Beyond Empowerment to Enlistment
246(2)
Summary
248(1)
Key Terms and Concepts
248(1)
Factual Review Questions
249(1)
Critical Thinking Activity
249(1)
Discussion Assignments
250(3)
Endnotes
253(1)
Leadership and Change
254(46)
Leadership Defined
255(5)
Leadership for Quality
260(2)
Leadership Skills: Inherited or Learned?
262(1)
Leadership, Motivation, and Inspiration
263(2)
Leadership Styles
265(2)
Leadership Style in a Total Quality Setting
267(1)
Building and Maintaining a Following
267(4)
Leadership Versus Management
271(2)
Leadership and Ethics
273(1)
Leadership and Change
274(1)
Employees and Managers on Change
275(1)
Restructuring and Change
276(2)
How to Lead Change
278(6)
Lessons from Distinguished Leaders
284(7)
Servant Leadership and Stewardship
291(2)
Negative Influences on Leaders: How to Counter Them
293(1)
Summary
294(1)
Key Terms and Concepts
295(1)
Factual Review Questions
295(1)
Critical Thinking Activity
296(1)
Discussion Assignments
296(2)
Endnotes
298(2)
Team Building and Teamwork
300(31)
Overview of Team Building and Teamwork
300(6)
Building Teams and Making Them Work
306(4)
Four-Step Approach to Team Building
310(4)
Character Traits and Teamwork
314(3)
Teams Are Not Bossed---They Are Coached
317(3)
Handling Conflict in Teams
320(2)
Structural Inhibitors of Teamwork
322(2)
Rewarding Team and Individual Performance
324(3)
Recognizing Teamwork and Team Players
327(1)
Summary
327(1)
Key Terms and Concepts
328(1)
Factual Review Questions
329(1)
Critical Thinking Activity
329(1)
Discussion Assignments
329(1)
Endnotes
330(1)
Effective Communication
331(35)
Defining Communication
332(2)
Understanding the Role of Communication in Total Quality
334(1)
Understanding Communication as a Process
335(1)
Recognizing Inhibitors of Communication
335(2)
Establishing a Conducive Communication Climate
337(1)
Communicating by Listening
338(7)
Understanding Nonverbal Communication Factors
345(2)
Communicating Verbally
347(3)
Communicating in Writing
350(4)
Communicating Corrective Feedback
354(1)
Improving Communication
354(3)
How Interpersonal Skills Affect Communication
357(2)
Personality and Communication
359(2)
Summary
361(1)
Key Terms and Concepts
362(1)
Factual Review Questions
363(1)
Critical Thinking Activity
364(1)
Discussion Assignments
364(1)
Endnotes
364(2)
Education and Training
366(56)
Overview of Education, Training, and Learning
366(9)
Rationale for Training
375(5)
Training Needs Assessment
380(3)
Providing Training
383(5)
Evaluating Training
388(3)
Managers as Trainers and Trainees
391(9)
Workforce Literacy
400(3)
Improving Learning
403(2)
Why Training Sometimes Fails
405(1)
Quality Training Curriculum
406(1)
Orientation Training
407(2)
Customer Training
409(1)
Ethics Training
410(2)
Making E-Learning Work
412(1)
Summary
412(2)
Key Terms and Concepts
414(1)
Factual Review Questions
415(1)
Critical Thinking Activity
416(1)
Discussion Assignments
416(4)
Endnotes
420(2)
Overcoming Politics, Negativity, and Conflictin the Workplace
422(44)
Internal Politics Defined
423(2)
Power and Politics
425(1)
Organizational Structure and Internal Politics
426(4)
Internal Politics in Action
430(4)
Internal Politicians and Their Methods
434(7)
Impact of Internal Politics on Quality
441(2)
Controlling Internal Politics in Organizations
443(9)
Overcoming Negativity in Organizations
452(2)
Overcoming Territorial Behavior in Organizations
454(2)
Managing Conflict in Organizations
456(5)
Summary
461(1)
Key Terms and Concepts
462(1)
Factual Review Questions
462(1)
Critical Thinking Activity
463(1)
Discussion Assignments
463(1)
Endnotes
464(2)
ISO 9000 and Total Quality: The Relationship
466(15)
ISO 9000: What It is
466(3)
The ISO 9000 Quality Management System: A Definition
469(1)
Comparative Scope of ISO 9000 and Total Quality Management
470(4)
The Origin of ISO 9000
474(1)
Aims of ISO 9000 and Total Quality Management
475(1)
Management Motivation for Registration to ISO 9000
475(1)
Compatibility of ISO 9000 and Total Quality
476(1)
Movement from ISO 9000 to TQM and Vice Versa
476(1)
ISO 9000 as an Entry into Total Quality Management
477(1)
Summary
478(1)
Key Terms and Concepts
478(1)
Factual Review Questions
479(1)
Critical Thinking Activity
479(1)
Discussion Assignment
479(1)
Endnotes
480(1)
PART TWO Tools and Techniques
481(313)
Overview of Total Quality Tools
483(52)
Total Quality Tools Defined
484(1)
The Pareto Chart
484(4)
Cause-and-Effect Diagrams
488(5)
Check Sheets
493(5)
Histograms
498(12)
Scatter Diagrams
510(3)
Run Charts and Control Charts
513(2)
Stratification
515(5)
Some Other Tools Introduced
520(5)
Management's Role in Tool Deployment
525(3)
Summary
528(1)
Key Terms and Concepts
529(1)
Factual Review Questions
529(1)
Critical Thinking Activities
530(3)
Discussion Assignment
533(1)
Endnotes
534(1)
Problem Solving and Decision Making
535(31)
Problem Solving for Total Quality
536(1)
Solving and Preventing Problems
537(9)
Problem-Solving and Decision-Making Tools
546(1)
Decision Making for Total Quality
546(2)
The Decision-Making Process
548(2)
Objective Versus Subjective Decision Making
550(2)
Scientific Decision Making and Problem Solving
552(2)
Employee Involvement in Decision Making
554(1)
Role of Information in Decision Making
555(2)
Using Management Information Systems (MIS)
557(1)
Creativity in Decision Making
558(2)
Summary
560(1)
Key Terms and Concepts
561(1)
Factual Review Questions
561(1)
Critical Thinking Activity
562(1)
Discussion Assignments
563(2)
Endnotes
565(1)
Quality Function Deployment (QFD)
566(22)
What is QFD?
566(4)
Benefits of QFD
570(1)
Customer Information: Feedback and Input
571(5)
QFD Tools
576(7)
Implementing QFD
583(2)
Summary
585(1)
Key Terms and Concepts
586(1)
Factual Review Questions
586(1)
Critical Thinking Activity
586(1)
Discussion Assignment
587(1)
Endnotes
587(1)
Optimizing and Controlling Processes Through Statistical Process Control (SPC)
588(50)
Statistical Process Control Defined
589(1)
Rationale for SPC
590(7)
Control Chart Development
597(17)
Management's Role in SPC
614(1)
Role of the Total Quality Tools
615(1)
Authority over Processes and Production
615(2)
Implementation and Deployment of SPC
617(10)
Inhibitors of SPC
627(1)
Summary
628(1)
Key Terms and Concepts
629(1)
Factual Review Questions
629(1)
Critical Thinking Activity
630(1)
Discussion Assignments
630(7)
Endnotes
637(1)
Continual Improvement
638(32)
Rationale for Continual Improvement
638(1)
Management's Role in Continual Improvement
639(1)
Essential Improvement Activities
640(2)
Structure for Quality Improvement
642(1)
The Scientific Approach
642(2)
Identification of Improvement Needs
644(1)
Development of Improvement Plans
645(2)
Common Improvement Strategies
647(3)
Additional Improvement Strategies
650(3)
The Kaizen Approach
653(6)
Goldratt's Theory of Constraints
659(1)
The CEDAC Approach
660(5)
Summary
665(1)
Key Terms and Concepts
666(1)
Factual Review Questions
667(1)
Critical Thinking Activity
667(1)
Discussion Assignment
668(1)
Endnotes
668(2)
Benchmarking
670(26)
Benchmarking Defined
671(2)
Benchmarking Versus Reengineering
673(1)
Rationale for Benchmarking
674(2)
Prerequisites to Benchmarking
676(2)
Obstacles to Successful Benchmarking
678(2)
Role of Management in Benchmarking
680(1)
Benchmarking Approach and Process
681(6)
Making Full Use of Benchmarking Data
687(2)
Perpetual Benchmarking
689(1)
Benchmarking Resources
689(1)
Summary
690(1)
Key Terms and Concepts
691(1)
Factual Review Questions
691(1)
Critical Thinking Activity
691(4)
Discussion Assignments
695(1)
Endnotes
695(1)
Just-in-Time Manufacturing (JIT)
696(53)
Just-in-Time Defined
696(3)
Rationale for JIT
699(3)
Development of JIT
702(6)
Relationship of JIT to Total Quality and World-Class Manufacturing
708(2)
Benefits of JIT
710(12)
Requirements of JIT
722(19)
Automation and JIT
741(2)
Summary
743(1)
Key Terms and Concepts
743(1)
Factual Review Questions
744(1)
Critical Thinking Activities
744(1)
Discussion Assignments
745(2)
Endnotes
747(2)
Implementing Total Quality Management
749(45)
Rationale for Change
751(3)
Requirements for Implementation
754(12)
Role of Top Management: Leadership
766(2)
Role of Middle Management
768(1)
Viewpoints of Those Involved
769(1)
Implementation Variation Among Organizations
770(4)
Implementation Approaches to Be Avoided
774(2)
An Implementation Approach That Works
776(6)
Getting On with It
782(1)
What to Do in the Absence of Commitment from the Top
783(2)
Implementation Strategies: ISO 9000 and Baldrige
785(3)
Summary
788(1)
Key Terms and Concepts
789(1)
Factual Review Questions
789(1)
Critical Thinking Activity
790(2)
Discussion Assignment
792(1)
Endnotes
792(2)
Index794

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