Part 1: Quality System
1: Introduction to quality
History and importance of quality
Age of craftsmanship
Early twentieth century
Post-World War II
U S quality revolution
Quality Profile: Xerox Corporation business products and systems
From product quality to performance excellence
Quality Profile: AT&T Power Systems
Current and future challenges
Defining quality
Judgmental criteria
Product-based criteria
User-based criteria
Value-based criteria
Manufacturing-based criteria
Integrating perspectives on quality
Customer-driven quality
Quality as a management framework
Principles of total quality
Infrastructure, practices, and tools
Quality and competitive advantage
Quality and business results
Quality Profile: Globe Metallurgical, Inc
Three levels of quality
Quality and personal values
Quality In Practice: Xerox transformation
Quality In Practice: Building trust through quality at Gerber --
Cases a tale of two restaurants
Total quality business model
Deere & Co
Notes
Bibliography
2: Total quality in organizations
Quality and systems thinking
Quality in manufacturing
Quality Profile: AT&T transmission systems business unit
Manufacturing systems
Quality Profile: Ames Rubber Corporation
Quality Profile: Motorola, Inc
Quality Profile: Wallace Company, Inc
Quality in services
Quality Profile: AT&T Universal Card Services
Contrasts with manufacturing
Components of service system quality
Quality Profile: FedEx
Quality in health care
Quality in education
Koalaty Kid
Quality in higher education
Quality in the public sector
Quality in the federal government
State and local quality efforts
Quality In Practice: Service quality at the Ritz-Carlton Hotel Company
Quality In Practice: Pinellas County Schools
Cases: Shiny Hill Farms
Nightmare on phone street
Notes
Bibliography --
3: Philosophies and frameworks
Deming philosophy
Foundations of the Deming philosophy
Deming's 14 points
Quality Profile: Zytec Corporation
Juran philosophy
Crosby philosophy
Comparisons of quality philosophies
Other quality philosophers
A V Feigenbaum
Kaoru Ishikawa
Genichi Taguchi
Quality management award frameworks
Deming prize
Quality Profile: Sundaram-Clayton
Malcolm Baldrige National Quality Award
Quality Profile: Texas Instruments Defense Systems & Electronics Group
Baldrige criteria and the Deming philosophy
Other quality award programs
ISO 9000:2000
Structure of the ISO 9000:2000 standards
Factors leading to ISO 9000:2000
Implementation and registration
Perspectives on ISO 9000
Quality In Practice: Ford becomes a Deming Company
Quality In Practice: Florida Power and Light
Cases: Reservation clerk
Modern steel technology
Collin Technologies: key business factors
Notes --
Bibliography
Part 2: Management System
4: Focusing on customers
Importance of customer satisfaction and loyalty
American Customer Satisfaction Index
Creating satisfied customers
Leading practices
Quality Profile: GTE Directories Corporation
Quality Profile: BI
Quality Profile: Eastman Chemical Company
Identifying customers
Customer segmentation
Understanding customer needs
Quality Profile: Custom Research, Inc
Gathering customer information
Tools for classifying customer requirements
Customer relationship management
Quality Profile: Southwest Airlines
Accessibility and commitments
Selecting and developing customer-contact employees
Customer contact requirements
Effective complaint management
Strategic partnerships and alliances
Measuring customer satisfaction
Designing satisfaction surveys
Analyzing and using customer feedback
Why many customer satisfaction efforts fail --
Customer focus in the Baldrige award criteria
Quality In Profile: Customer focus at Granite Rock
Quality In Practice: Waiting time and customer satisfaction at Florida Power and Light
Quality In Practice: Improving customer satisfaction at a software support call center
Cases: Case of the missing reservation
Cincinnati Veterans Administration Medical Center
Collin Technologies: customer satisfaction and relationships
Gold Star Chili: customer and market knowledge
Notes
Bibliography
5: Leadership and strategic planning
Leadership for quality
Quality Profile: Milliken & Company
Leading practices for leadership
Quality Profile: Solectron Corporation
Quality Profile: Marlow Industries
Quality Profile: Westinghouse Electric commercial nuclear fuel division
Leadership theory and practice
Traditional leadership theories
Contemporary concepts and emerging theories
Applying leadership theory at The Ritz-Carlton --
Creating the leadership system
Quality Profile: Solar Turbines, Inc
Leadership and public responsibilities
Strategic planning
Quality Profile: Los Alamos National Bank
Leading practices for strategic planning
Quality Profile: Corning Telecommunications Products Division
Quality Profile: AT&T Consumer Communications Services
Strategy development
Strategy deployment
Seven management and planning tools
Affinity diagrams
Interrelationship digraph
Tree diagrams
Matrix diagrams
Matrix data analysis
Process decision program charts
Arrow diagrams
Leadership, strategy, and organizational structure
Leadership and strategic planning in the Baldrige criteria
Quality In Practice: Leadership in the virgin group
Quality In Practice: Strategic planning and deployment at Solectron
Cases: Teaching the Buffalo to fly: Johnsonville Foods
Corryville Foundry Company
Collin Technologies: Organizational leadership --
Collin Technologies: Strategic planning
Notes
Bibliography
6: Human resource practices
Scope of human resource management
Leading practices
Quality Profile: Sunny Fresh Foods
Quality Profile: Trident Precision Manufacturing, Inc
Quality Profile: Merrill Lynch Credit Corporation
Quality Profile: Texas Nameplate Company
Quality Profile: Dana Commercial Credit Corporation
Linking human resource plans and business strategy
Designing high-performance work systems
Work and job design
Employee involvement
Empowerment
Training and education
Quality Profile: Operations Management International, Inc
Teamwork and cooperation
Quality Profile: KARLEE Company
Compensation and recognition
Health, safety, and employee well-being
Managing human resources in a total quality environment
Recruitment and career development
Motivation
Performance appraisal
Measuring employee satisfaction and HRM effectiveness --
Labor relations issues
HRM in the Internet age
Human resource management in the Baldrige criteria
Quality In Practice: TD Industries
Quality In Practice: L L Bean
Cases: Hopeful telecommuter
TVS Partnership Proprietary, Limited, Brisbane, Australia
Collin Technologies: work systems
Collin Technologies: employee well-being and satisfaction
Notes
Bibliography --
7: Process management
Scope of process management
Quality Profile: Boeing airlift and tanker programs
Leading practices
Quality Profile: IBM Rochester, Minnesota
Quality Profile: Armstrong World Industries Building Products Operations
Quality Profile: STMicrolectronics, Inc region Americas
Quality Profile: 3M Dental Products Division
Product design processes
Quality Profile: Dana Corporation-Spicer Driveshaft Division
Quality engineering
Taguchi loss function
Cost, manufacturability, and quality
Design and public responsibilities
Streamlining the product development process
Quality function deployment
Quality function deployment process
Production/delivery and support processes
Special considerations in service process design
Controlling production/delivery and support processes
Supplier and partnering processes
Supplier certification systems
Process improvement
Historical perspective
Kaizen --
Flexibility and cycle time reduction
Breakthrough improvement
Process management in the Baldrige criteria
Quality In Practice: Applying quality function deployment to a university
Support service
Quality In Practice: Gold Star Chili process management
Cases: State University experience
Case of failure in product development
Collin Technologies: Support processes
Collin Technologies: Supplier and partnering processes
Notes
Bibliography
8: Performance measurement and strategic information management
Strategic value of information
Leading practices
Quality Profile: Wainright Industries, Inc
Quality Profile: Xerox Business Services
Quality Profile: ADAC Laboratories
Scope of performance measurement
Balanced scorecard
Customer-focused measures
Financial and market measures
Human resource measures
Supplier and partner performance measures
Organizational effectiveness measures
Role of comparative data --
Designing effective performance measurement systems
Linking measures to strategy
Process-level measurements
Aligning strategic and process-level measurements
Cost of quality
Quality cost classification
Quality costs in service organizations
Capturing quality costs through activity-based costing
Measuring the return on quality
Managing and using performance data
Data validity and reliability
Data accessibility
Analyzing and using performance data
Information and analysis in the Baldrige criteria
Quality In Practice: Measurement and data management at Xerox
Quality In Practice: Modeling cause-and effect relationships at IBM Rochester
Cases: Ultra-Productivity Fasteners, Part I
Ultra-Productivity Fasteners, Part II
Collin Technologies: Measurement of organizational performance
Notes
Bibliography
Part 3: Technical Issues In Quality
9: Statistical thinking and applications
Statistical thinking --
Deming's Red Bead and Funnel experiments
Statistical methods in quality management
Basic statistical methodology
Random variables and probability distributions
Sampling theory and distributions
Sampling techniques
Experimental design
Statistical analysis of process variation
Statistical analysis with Microsoft Excel
Process capability
Quality In Practice: Improving quality of a wave soldering process through design of experiments
Quality In Practice: Improving process capability through statistical thinking at Alcoa
Cases: Disciplinary citation
Quarterly sales report
HMO pharmacy crisis
Hydraulic Lift Co
Appendix
Important probability Distributions
Notes
Bibliography
10: Quality improvement
Economic case for improvement
Management models for quality improvement
Classifying quality problems
Deming Cycle
Juran's improvement program
Crosby program
Creative problem solving
Six-Sigma --
Six-Sigma metrics
Implementing Six-Sigma
Tools for Six-Sigma and quality improvement
Original seven QC tools
Poka-Yoke (mistake-proofing)
Quality In Practice: Implementing Six-Sigma at GE Fanuc
Quality In Practice: Process improvement on the free-throw line
Cases: Welz Business Machines
Readilunch Restaurant
Notes
Bibliography
11: Quality control
Quality control systems
Designing the quality control system
Contract management, design control, and purchasing
Process control, inspection, and testing
Corrective action and continual improvement
Controlling inspection, measuring, and test equipment
Metrology
Measurement system analysis
Calibration
Records, documentation, and audits
Example of quality control: FDA's HACCP approach
Quality control in services
Quality In Practice: Quality control for an international wine producer
Quality In Practice: Quality control at Dunlavy Audio Labs, Inc --
Cases: Stuart Injection Molding Company
World-Wide Appliances
Bloomfield Tool Co
Notes
Bibliography
12: Statistical process control
Capability and control
SPC methodology
Control charts for variables data
Constructing x- and R-Charts and establishing statistical control
Interpreting patterns in control charts
Process monitoring and control
Estimating process capability
Modified control limits
Excel spreadsheet templates
Special control charts for variables data
x- and s-Charts
Charts for individuals
Control charts for attributes
Fraction nonconforming (p) chart
Variable sample size
np-Charts for number nonconforming
Charts for defects
Choosing between c- and u-Charts
Summary of control chart construction
Designing control charts
Basis for sampling
Sample size
Sampling frequency
Location of control limits
Advanced control charts
Short production runs and stabilized control charts --
EWMA Charts
Cumulative sum control charts
Pre-control
Quality In Practice: Applying SPC to pharmaceutical product manufacturing
Quality In Practice: Using a U-Chart in a receiving process
Cases: La Ventana Window Company
Murphy Trucking, Inc
Appendix
Statistical foundations of control charts
Notes
Bibliography
13: Reliability
Basic concepts and definitions
Reliability measurement
Failure rate and product life characteristics curve
Reliability function
Reliability prediction
Series systems
Parallel systems
Series-parallel systems
Reliability engineering
Standardization
Redundancy
Physics of failure
Reliability testing
Burn-in
Failure mode and effects analysis
Fault tree analysis
Reliability management
Reliability in computer software
Maintainability and availability
Quality In Practice: Testing audio components at Shure, Inc --
Quality In Practice: Software quality assurance at Los Alamos National Laboratory
Case: Automotive air bag reliability
Notes
Bibliography
4: Quality Organization
14: Building and sustaining total quality organizations
Making the commitment to TQ
Creating a TQ culture and implementing a TQ strategy
Cultural change
Implementation barriers
Building on best practices
Role of employees
Sustaining the quality organization
Quality as a journey
Learning organization
Knowledge management: sharing internal best practices
Conclusion: View toward the future
Quality In Practice: Xerox 2000: sustaining leadership through quality
Quality In Practice: Eastman Way
Cases: Parable of the green lawn
Yellow brick road to quality
Equipto, Inc
Notes
Bibliography
Appendixes A-1
A: Areas for the standard normal distribution
B: Factors for control charts
C: Random digits
D: Binomial probabilities --
E: Poisson probabilities
F: Values of e-in
Solutions to even-numbered problems
Index.