Essentials of Quality With Cases and Experiential Exercises

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ISBN: 9780470509593 | 0470509597
Cover: Paperback
Copyright: 2/22/2010

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Written for first and second courses in quality management (QM) and statistical quality control (SQC), particularly at the undergraduate level. Highly accessible, "non-academic," and student-friendly language. An excellent balance for professors with traditional or experiential teaching styles. Fundamental, insightful explanations of how information learned in their Quality classes can be used in the real world. Many chapter exercise and cases that provide students with hands-on experience Unique coverage of hot topics such as creativity and innovation in QM that address strategically using creative approaches to develop innovative breakthrough improvements especially relevant in today's economic environment. Also is unique in its approach to operationalizing the definition of quality to develop metrics for measuring and evaluating QM programs. Of the students who used this text and sat for the American Society for Quality's Certified Quality Improvement Associate exam, 100% passed!

Preface	p. xi
Acknowledgments	p. xv
About the Author	p. xix
Quality Basics	p. 1
Introduction to Quality	p. 3
Chapter Objectives	p. 3
Why Study Quality?	p. 4
History of Quality	p. 4
The Definition of Quality	p. 4
Modern Definitions of Quality	p. 5
Product Quality	p. 7
Service Quality	p. 8
Different Approaches to Defining Quality	p. 9
Five Approaches to Defining Quality	p. 10
Major Contributors to Our Understanding of Quality	p. 11
Summary	p. 19
Quality Definitions	p. 20
Discussion Questions	p. 20
The Battle of the Gurus	p. 21
Exercises and Activities	p. 22
Supplementary Readings	p. 23
References	p. 23
Strategic Quality Management and Operationalizing Quality	p. 25
Chapter Objectives	p. 25
Strategic Quality Management	p. 26
The Strategic Planning Process	p. 28
Strategic Deployment	p. 31
Evaluation and Control	p. 31
Approaches to Monitoring Progress toward Strategic Goals	p. 33
Dimensions, Measures, and Metrics	p. 34
Methods of Obtaining Input from Customers	p. 39
Focus Groups	p. 40
Surveys	p. 42
Focus Groups and Surveys in Combination	p. 43
Summary	p. 43
Discussion Questions	p. 43
Problems	p. 44
Second National Bank	p. 47
Exercises and Activities	p. 48
Supplementary Readings	p. 49
References	p. 49
Quality of Design	p. 51
Designing Quality into Products and Services	p. 53
Chapter Objectives	p. 53
The Seven Management Tools	p. 54
Quality Function Deployment	p. 57
Design for Six Sigma	p. 59
Taguchi Robustness Concepts	p. 60
Reliability	p. 60
Types of Reliability Systems	p. 61
Reliability Life Characteristic Concept (e.g., Bathtub Curve)	p. 67
Mean Time Between Failures	p. 69
Modeling Product Life with Normal Distribution	p. 71
Risk Assessment Tools and Risk Prevention	p. 72
Failure Mode and Effects Analysis	p. 73
Fault Tree Analysis (FTA)	p. 76
Error Proofing	p. 77
Summary	p. 78
Discussion Questions	p. 78
Problems	p. 79
Building the Better Mouse	p. 82
Exercises and Activities	p. 82
Supplementary Readings	p. 83
References	p. 83
Innovation and Creativity in Quality	p. 85
Chapter Objectives	p. 85
Breakthrough (Radical) Improvement versus Incremental Improvement	p. 86
Increasing Creativity	p. 88
Organizational versus Individual Creativity	p. 91
Designing the Innovative Organization	p. 91
Elements of a Creative Organization	p. 92
Tools and Techniques for Increasing Organizational Creativity	p. 95
Increasing Individual Creativity	p. 95
Myths about Individual Creativity	p. 95
The Importance of Technological Forecasting	p. 96
Summary	p. 99
Discussion Questions	p. 99
Smallburg Community Bank	p. 100
Exercises and Activities	p. 100
Supplementary Readings	p. 102
References	p. 102
Quality Systems to Assure Conformance to Design	p. 105
Quality Systems and Quality Systems Auditing	p. 107
Chapter Objectives	p. 107
Quality Management Systems	p. 108
Elements of a Quality Management System	p. 108
ISO 9000	p. 109
IS0/TS 16949 and QS-9000	p. 111
Malcolm Baldrige National Quality Award (MBNQA)	p. 117
Other Approaches	p. 118
Six Sigma	p. 119
Quality Auditing	p. 120
Specific Types of Quality Audits	p. 120
Performing a Quality System Audit	p. 122
Quality Information Systems	p. 123
Data Accuracy and Security	p. 124
Quality Documentation Systems	p. 126
Making Data Useful-Information Flows	p. 128
Summary	p. 129
Discussion Questions	p. 129
The First Audit	p. 130
Exercises and Activities	p. 131
Supplementary Readings	p. 132
References	p. 132
Product, Process, and Materials Control	p. 135
Chapter Objectives	p. 135
Work Instructions	p. 136
Classification of Quality Characteristics and Defects	p. 138
Identification of Materials and Status	p. 140
Lot Traceability	p. 141
Materials Segregation Practices	p. 142
Materials Review Board Criteria and Procedures	p. 143
Supplier Management	p. 145
Supplier Selection	p. 146
Supplier Evaluation	p. 147
Summary	p. 148
Discussion Questions	p. 148
The Case of the Missing Lot	p. 149
Exercises and Activities	p. 150
Supplementary Readings	p. 150
References	p. 150
Experimental Design	p. 153
Chapter Objectives	p. 153
Basic Concepts and Definitions	p. 155
Experimental Design Characteristics	p. 158
Types of Design	p. 159
Single-Factor Design	p. 159
One-Factor-at-a-Time Design	p. 159
Full-Factorial Design	p. 161
Fractional Factorial Design	p. 163
Analysis of Results	p. 164
Taguchi Methods of Experimental Design	p. 167
Summary	p. 170
Discussion Questions	p. 170
Problems	p. 171
The Case of the Variable Laminates	p. 173
Exercises and Activities	p. 174
Supplementary Readings	p. 176
References	p. 176
Control and Improvement of Quality	p. 177
Quality Improvement Tools	p. 179
Chapter Objectives	p. 179
The Problem-Solving Process	p. 180
The Seven Tools of Quality	p. 182
Approaches to Continuous Quality Improvement	p. 193
PDSA	p. 194
DMAIC	p. 194
Benchmarking	p. 195
Summary	p. 197
Discussion Questions	p. 197
Problems	p. 198
Sour Grape Ice Cream	p. 201
The Westover Wire Works	p. 202
Exercises and Activities	p. 206
Supplementary Readings	p. 209
References	p. 209
Metrology, Inspection, and Testing	p. 211
Chapter Objectives	p. 211
Metrology	p. 212
Types of Gauges	p. 213
Accuracy and Precision	p. 216
Nondestructive Testing and Evaluation	p. 223
Summary	p. 223
Discussion Questions	p. 224
Problems	p. 224
Somebody's Got a Problem	p. 227
Exercises and Activities	p. 227
Supplementary Readings	p. 228
References	p. 228
Statistical Process Control	p. 229
Chapter Objectives	p. 229
SPC and Variation	p. 230
Types of Data	p. 231
Variables Control Charts	p. 231
Concept of the Control Chart	p. 232
Out of Control Signals	p. 233
Patterns Leading to Modifying Control Limits	p. 234
Constructing Variables Control Charts	p. 236
x-Bar and Range Charts	p. 237
x-Bar and s-Charts	p. 241
Individual/Moving Range Charts	p. 244
A Special Form of the x-bar Control Chart for Short Production Runs	p. 246
Attributes Control Charts	p. 249
Control Charts for Nonconforming Units	p. 250
Control Charts for Nonconformities (Defects)	p. 253
Process Capability	p. 257
Summary	p. 262
Discussion Questions	p. 262
Problems	p. 263
Middle County Hospital	p. 270
Precise Molded Products, Inc.	p. 274
Exercises and Activities	p. 279
Supplementary Readings	p. 279
References	p. 279
Acceptance Sampling	p. 281
Chapter Objectives	p. 281
When Acceptance Sampling is Appropriate	p. 281
Fundamentals of Sampling Theory	p. 283
Assessing Risk in Sampling Plans	p. 284
Methods of Sampling	p. 289
Sampling Types	p. 291
Sampling Plans	p. 292
Sampling Inspection by Attributes	p. 292
Sampling Inspection by Variables	p. 301
Dodge-Romig Sampling Plans	p. 304
Summary	p. 306
Discussion Questions	p. 306
Problems	p. 307
The Turkell Stud Mill	p. 308
Exercises and Activities	p. 309
Supplementary Readings	p. 310
References	p. 310
Quality Costs	p. 311
Chapter Objectives	p. 311
The Categories of Quality Costs	p. 312
The Goal of a COQ System	p. 315
COQ Data Collection, Interpretation, and Reporting	p. 318
Integrating Quality Costs into the Quality Improvement System	p. 321
Summary	p. 324
Discussion Questions	p. 324
Problems	p. 325
HI-HO YO-YO, Inc.	p. 327
Acme, Ltd.	p. 330
Exercises and Activities	p. 330
Supplementary Readings	p. 330
References	p. 331
Quality Management	p. 333
Human Factors in Quality	p. 335
Chapter Objectives	p. 335
Barriers to Quality Improvement Efforts	p. 336
Human Resource Management	p. 336
Motivation Theories	p. 337
Integration of the Classic Motivational Theories	p. 339
Process Theories or Motivation	p. 340
Employee Involvement and Teams	p. 340
The Care and Feeding of Teams	p. 341
Organization and Implementation of Quality Teams	p. 341
Principles of Team Leadership and Facilitation	p. 342
What is a Team?	p. 342
Who Makes up a Team?	p. 342
Roles and Responsibilities of the Team Leader	p. 343
Selecting Team Members	p. 346
Roles and Responsibilities of the Team Members	p. 346
Roles and Responsibilities of the Facilitator	p. 347
Critical Action Items in the Team Life Cycle	p. 347
What Is a Team Charter?	p. 347
General Information and Guidelines for Teams	p. 351
Team Dynamics Management and Conflict Resolution	p. 352
Stages of Group Development	p. 354
Forming	p. 354
Storming	p. 355
Norming	p. 356
Performing	p. 357
Creating a Win-Win Situation	p. 358
Consensus	p. 358
Professional and Ethical Standards	p. 361
Summary	p. 362
Discussion Questions	p. 363
Tom's Team	p. 363
Self Directed Work Teams at BHI	p. 364
Exercises and Activities	p. 368
Supplementary Reading	p. 368
References	p. 369
Table of Four-Digit Random Numbers	p. 371
Standard Normal Distribution Table	p. 373
Bibliography	p. 375
Index	p. 385
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Essentials of Quality With Cases and Experiential Exercises

Summary

Author Biography

Table of Contents

Supplemental Materials