Total Quality Management Blueprint

This practical text provides an up-to-date guide to the introduction, development and advancement of TQM. Unlike other texts it combines theory, practice and empirical research to explore the key issues and concepts relevant to both students and practising managers.

Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester

List of figures

ix

List of tables

xi

Preface

xiii

Glossary of terms

xv

Total Quality Management: an introduction

1

(42)

Introduction

1

(1)

What is quality?

1

(14)

Why is quality important?

15

(10)

The evolution of quality management

25

(4)

Prevention versus detection

29

(3)

The key elements of Total Quality Management

32

(4)

What are the benefits of Total Quality Management?

36

(4)

Summary

40

(1)

References

40

(3)

The received wisdom on Total Quality Management

43

(15)

Introduction

43

(1)

Crosby

43

(2)

Deming

45

(2)

Feigenbaum

47

(2)

Juran

49

(1)

Imai

50

(1)

Ishikawa

51

(1)

Shingo

52

(1)

Taguchi

53

(2)

Japanese style TQC

55

(1)

Summary

56

(1)

References

56

(2)

The role of managment in Total Quality Management

58

(18)

Introduction

58

(1)

Why senior executives should become involved in TQM

58

(5)

What senior executives need to know about TQM

63

(4)

What senior executives need to do about TQM

67

(6)

The role of middle management

73

(1)

The role of first-line management

74

(1)

Summary

75

(1)

References

75

(1)

Business Process Management

76

(25)

Introduction

76

(2)

Process management methodology

78

(2)

Process ownership

80

(1)

Stategic process thinking

81

(2)

Definition and categorization

83

(3)

Collection

86

(4)

Type of costs

90

(3)

Reporting

93

(2)

Uses

95

(2)

Summary

97

(2)

References

99

(1)

Acknowledgements

100

(1)

Quality management systems

101

(30)

Introduction

101

(1)

What is quality assurance?

101

(1)

What is quality system?

102

(1)

The development of quality system standards

103

(6)

The ISO 9000 series of standards: an overview

109

(8)

Implementation guidelines for the ISO 9000 series

117

(3)

Quality system assessment and registration

120

(2)

Benefits and limitations of the ISO 9000 series

122

(5)

Summary

127

(1)

References

128

(3)

Quality management tools and techniques

131

(48)

Introduction

131

(1)

Benchmarking

132

(2)

Checklists

134

(1)

Departmental Purpose Analysis (DPA)

134

(2)

Design of experiments

136

(5)

Failure Mode and Effects Analysis (FMEA)

141

(5)

Flow charts

146

(2)

Mistake proofing

148

(1)

Quality Function Deployment (QFD)

149

(4)

Seven quality control tools

153

(8)

Control charts

161

(1)

Seven management or planning tools

161

(8)

Statistical Process Control

169

(7)

Summary

176

(1)

References

177

(2)

Teams and teamwork

179

(24)

Introduction

179

(1)

The role of teams in continuous improvement

180

(1)

Types of teams

181

(7)

Differences between teams

188

(2)

Commonalities between teams

190

(3)

Evalution of teams

193

(4)

Team competition

197

(2)

Guidelines for developing effective teams

199

(2)

Summary

201

(1)

References

201

(2)

Assessment of progress

203

(26)

Introduction

203

(2)

Award models

205

(9)

The self-assessment process

214

(11)

Summary

225

(2)

References

227

(1)

Acknowledgements

228

(1)

The introduction of Total Quality Management

229

(34)

Introduction

229

(1)

The need for change

229

(3)

Approaches to Total Quality Management

232

(8)

Training for quality

240

(20)

Summary

260

(1)

References

261

(1)

Acknowledgements

262

(1)

Total Quality Management: summary

263

(9)

Introduction

263

(1)

The present

263

(4)

The future

267

(3)

References

270

(1)

Acknowledgements

271

(1)

Index

272

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Total Quality Management Blueprint

Summary

Author Biography

Table of Contents

Supplemental Materials