Total Quality Management A Cross Functional Perspective

, by Rao, Ashok; Carr, Lawrence P.; Dambolena, Ismael; Kopp, Robert J.; Martin, John; Rafii, Farshad; Schlesinger, Phyllis Fineman

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ISBN: 9780471108047 | 0471108049
Cover: Paperback
Copyright: 4/19/1996

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The emphasis of Quality is pervading every facet of business, and managers are required to know and apply TQM principles. This book explores the strategic role of quality global competition, the roles of management in attaining quality excellence, the structures and systems needed to support a total quality strategy, and the main statistical and analytical tools for achieving quality improvement and control.

Quality as a Strategy

(24)

The Global Battleground

(2)

The PIMS Study

(2)

The History of Quality in the United States

(3)

A New Theory of Quality

(3)

The MIT Commission Findings

(2)

The New Management Approach

(2)

TQM and the Corporate Strategy

(1)

Does TQM Work?

(3)

Overview of the Book

(1)

Key Terms

(1)

Assignments

(1)

Case Study: Provisions, Inc.---The Cooked Meat Division

(1)

Bibliography

(2)

What Is TQM?

(38)

Introduction

(1)

The First Approach: Defining Quality?

(5)

The Transcendent Approach

(1)

The Product-based Aproach

(1)

The User-based Approach

(1)

The Manufacturing-Based Approach

(1)

Value-based Approach

(3)

The Second Approach: TQM Practices

(6)

ISO Standards

(3)

The Malcolm Baldrige National Quality Award

(1)

The International Quality Study

(3)

The Third Approach: The Philosphies of Leading Sages

(15)

Deming

(3)

Juran

(3)

Crosby

(2)

Feigenbaum

(3)

Ishikawa

(1)

Taguchi

(2)

Summarizing the Philosophies

(1)

The Fourth Approach: Evolution of Quality Thinking in Japan

(6)

Summary

Key Terms

(20)

Assignments

(2)

Bibliography

(2)

The Baldrige Award

(56)

Introduction

(1)

Overview of History, Purpose, and Operations

(7)

Legislation

(1)

Award Purpose

(1)

Roles and Responsibility

(1)

Applications for the Award

(1)

The Award Criteria

(2)

Positioning the Award Criteria

(3)

The Evaluation System for Applicants

(5)

Values and Concepts

(2)

Criteria Framework

(1)

Scoring Guidelines

(1)

Business Factors

(1)

The Board of Examiners

(3)

Appointment and Training

(1)

Establishing Standards and Consistency

(1)

Code of Conduct

(2)

Applicant Evaluation and Feedback

(2)

Review

(1)

Consensus Review

(1)

Site Review

(1)

Judges' Recommendations

(1)

The Feedback Report

(1)

The Award Criteria in Practice

(7)

Developing the Core Values

(2)

Customer-Driven Quality

(1)

Leadership

(1)

Continuous Improvement and Learning

(1)

Employee Participation and Development

(1)

Fast Response

(1)

Design Quality and Prevention

(1)

Long-Range View of the Future

(1)

Management by Fact

(1)

Partnership Development

(1)

Corporate Responsibility and Citizenship

(1)

Results Orientation

(1)

Impact of the Baldridge Award

(6)

U.S. Industry and Government

(2)

The Characteristics of Successful Applicants

(1)

The State Awards

(2)

Overseas Leadership

(1)

The Baldrige Award and ISO 9000 Standards

(1)

Use in Education

(1)

Future of the Award and Continuous Improvement

(1)

Summary

(1)

Key Terms

(1)

Assignments

(5)

Case Study

101

(12)

Case Study: Colony Fasteners, Inc.

113

(4)

Bibliography

117

(2)

Measures of Quality Product and Quality Process: The Traditional Approach

119

(20)

Introduction

119

(3)

The Evolution of the Cost of Quality

122

(1)

The Traditional Cost-of-Quality Model

122

(7)

Conformance Costs

123

(1)

Nonconformance

123

(6)

Limitations to the Cost of Quality

129

(4)

Summary

133

(1)

Key Terms

133

(1)

Assignments

133

(1)

Case Study: Matthews-Thornton Manufacturing Co.

134

(3)

Bibliography

137

(2)

Measures of Quality Product and Quality Process: The Emerging Cost-of-Quality Model

139

(26)

Introduction

139

(1)

Other Methods to Measure the Cost of Quality

140

(4)

Sustaining Cost of Quality: The Xerox Story

144

(7)

Lessons from Xerox

151

(1)

Accounting Support of TQM

151

(1)

Other Measures of TQM

152

(3)

Information Systems Support

155

(1)

Implementation

155

(1)

Summary

156

(1)

Key Terms

157

(1)

Assignments

157

(1)

Cost of Quality Assignment

158

(2)

Case Study: Materials and Control Corporation

160

(3)

Bibliography

163

(2)

Continuous Improvement: Basic Tools

165

(66)

Overview of Continuous Improvement

165

(3)

Relationship of Chapters 6, 7, and 8 to Continual Improvement

167

(1)

Data Types and Summaries

168

(2)

Types of Data

168

(1)

Populations and Samples

169

(1)

Data Summarization

169

(1)

Tabular and Graphic Summarization of Numeric Data

170

(9)

Tabular Summaries for Numeric Data: Frequency Distributions

170

(2)

Graphic Summaries for Numeric Data: Histograms and Stem-and-Leaf Displays

172

(7)

Other Graphic Tools

179

(13)

Graphs for Categorical Data: Bar Charts, Pie Charts, and Pareto Diagrams

179

(6)

Graphs for Time-Ordered Data: Run Charts

185

(1)

Flow Diagrams

185

(3)

Cause-and-Effect Diagrams

188

(2)

Cautionary Note on Graphs

190

(1)

Facilitating Data Collection: Check Sheets

190

(2)

Numeric Data Summarization

192

(7)

Measures of Location: The Mean and the Median

192

(2)

Measures of Spread: The Standard Deviation, Variance, Range, and Percentiles

194

(2)

A Graphic Display of Numeric Summaries: The Box Plot

196

(1)

Graphing the Relationship Between Two Variables: The Scatter Diagram

196

(3)

The Seven-Step Method for Continuous Improvement

199

(4)

The Seven Steps

200

(1)

Relation to the PDCA Cycle

201

(2)

Summary

203

(1)

Key Terms

203

(1)

Assignments

204

(3)

Case Study: Accelerating Improvement

207

(14)

Case Study: Motorola-Codex

221

(9)

Bibliography

230

(1)

Continuous Improvement: Statistical Process Control

231

(78)

Introduction

231

(1)

The Seven Basic Tools

232

(1)

Control Charts

232

(4)

Sources of Variation

232

(1)

Introduction to Control Charts

232

(3)

Attributes and Variables

235

(1)

Control Charts for Attributes

236

(5)

p Charts and np Charts

236

(2)

c Charts and u Charts

238

(3)

Control Charts for Variables

241

(3)

X-bar Charts and R Charts

243

(1)

Control Charts for Individuals

243

(1)

Out-of-Control Patterns

244

(4)

The Development of Control Charts

248

(6)

The Development of p Charts

248

(4)

np Charts

252

(1)

c Charts

252

(1)

u Charts

252

(1)

X-bar Charts

253

(1)

R Charts

253

(1)

Control Chart for Individual Measurement

254

(1)

Moving Range Control Chart

254

(1)

Statistics, Probability, and Random Variables

254

(10)

Inferential Statistics

254

(2)

Random Sampling

256

(1)

Enumerative and Analytical Studies

256

(1)

Probability

257

(1)

Random Variables and Probability Distributions

258

(1)

The Expectation of a Random Variable

259

(3)

The Variance and Standard Deviation of a Random Variable

262

(1)

Discrete Versus Continuous Random Variables

262

(2)

The Normal Distribution

264

(11)

The Standard Normal Distribution and Normal Probability Tables

265

(5)

Finding Probabilities for Normal Distribution: The General Case

270

(3)

Problems Where Areas Are Given

273

(2)

The Behavior of Samples

275

(11)

The Behavior of Sample Means: The Central Limit Theorem

276

(5)

The Behavior of Sample Ranges

281

(1)

The Behavior of Sample Proportions

281

(5)

Statistical Basis for the Development of Control Charts

286

(9)

p Charts

286

(2)

np Charts

288

(1)

c Charts and u Charts

289

(1)

X-bar Charts

289

(4)

R Charts

293

(1)

Control Chart for Individual Measurements

294

(1)

Moving Range Control Chart

295

(1)

References

295

(1)

Summary

295

(1)

Key Terms

296

(1)

Assignments

296

(9)

Case Study: Understanding the Trade Deficits

305

(2)

Bibliography

307

(2)

Continuous Improvement: Some Advanced Tools

309

(50)

Introduction

309

(1)

Enhancing the Seven-Step Method

310

(9)

Developing an Affinity Diagram

311

(7)

Electronic Brainstorming

318

(1)

Process Capability and Six-Sigma Quality

319

(6)

The Cp Index

320

(1)

The Cpk Index

321

(2)

Six Sigma Quality

323

(2)

Taguchi's Loss Function

325

(6)

The Goal-Post View of Quality

325

(1)

The Loss Function

326

(5)

Design of Experiments

331

(2)

Case Discussion: Product Improvement by Application of Taguchi Methods

333

(6)

The Factor Listing

334

(1)

The Orthogonal Array and Experimental Results

334

(1)

An Analogy

335

(1)

Randomization and Fractional Factorial Experiments

336

(1)

The Signal-to-Noise Ratio

336

(1)

Analysis of Results

337

(1)

Conclusions

338

(1)

Summary

339

(1)

Key Terms

340

(1)

Assignments

340

(1)

Case Study: Product Improvement by Application of Taguchi Methods

341

(12)

Appendix 8.1: Steps for Building an Affinity Diagram

353

(3)

Appendix 8.2: How Signal-to-Noise Ratios Work

356

(2)

Bibliography

358

(1)

Customer Measurement I: Traditional Multi-Attribute Methods

359

(32)

Introduction

360

(1)

Multi-Attribute Model

361

(8)

Identifying Important Attributes

362

(1)

Plot Existing Objects in Attribute Space; Employ Data Reduction Techniques to Improve Data Interpretation

363

(3)

Measure Consumer Perceptions Via Rating Scales

366

(2)

Determine the Importance Weights of Attributes

368

(1)

Base New Product Design on Filling Gaps in the Perceptual Space

368

(1)

Market Segmentation

369

(1)

Case Studies

369

(5)

Johnson Wax Enhance Conditioner

369

(2)

Suzuki Samurai

371

(1)

Telecom Inc.

371

(3)

Conjoint Analysis

374

(6)

Implications and Discussion

380

(1)

Summary

381

(1)

Key Terms

382

(1)

Assignment

382

(2)

Case Study: ABC Snacks

384

(5)

Bibliography

389

(2)

Customer Measurement II: Quality Function Deployment

391

(34)

Introduction

392

(1)

QFD and the House of Quality

393

(1)

An Overview of QFD

394

(3)

Building the House of Quality: An Example

397

(1)

Customer Inputs/Voice of Customer

397

(1)

Technical Inputs

397

(1)

Key Output: EC Weights and Target Values

398

(1)

Implications

398

(1)

Research Methodology Issues

398

(4)

Developing a List of CAs

399

(1)

Grouping and Labeling CAs

399

(1)

Measuring Attribute Importance

399

(1)

Qualitative Research Emphasis

400

(1)

The Kano Questionnaire

400

(2)

Implementing QFD---The Manager's View

402

(2)

Organizational Behavior Implications

403

(1)

Case Studies

404

(1)

Puritan-Bennett Spirometers

404

(1)

Bharat Earth Movers Ltd.

405

(1)

Closing Thoughts

405

(4)

Summary

409

(1)

Key Terms

410

(1)

Assignments

410

(1)

Voice of the Customer Assignment

411

(2)

Constructing the House of Quality Assignment

413

(2)

Case Study: Quality Function Deployment at Knight Inc.

415

(7)

Bibliography

422

(3)

Initiating TQM: Managing Change

425

(36)

Introduction

425

(1)

Theories of Organizational Change

425

(2)

Types of Change

427

(1)

Understanding The Model for Change: Creating Dissatisfaction with the Status Quo

428

(2)

Understanding the Model for Change: The New Model of Managing

430

(2)

Understanding the Change Model: Implementation

432

(2)

Understanding the Change Model: Cost of the Change

434

(1)

Theory to Practice: Implementing TQM

435

(10)

TQM and Organizational Structure

445

(2)

Implementing TQM Programs

447

(2)

Implementing TQM

449

(3)

Summary

452

(1)

Key Terms

452

(1)

Assignments

452

(2)

Case Study: Hank Snow and East Coast Electric: Instituting TQM

454

(5)

Bibliography

459

(2)

Employee Practices in Total Quality Management Organizations

461

(40)

Introduction

461

(1)

Employee Involvement and TQM: Similarities and Differences

462

(2)

Employee Involvement: Technique Adoption

464

(2)

Employee Involvement: Program Elements

466

(1)

Employee Involvement and Total Quality Management

466

(3)

HR Policies and TQM

469

(1)

A Model for Organizational Design

470

(3)

Organizational Structures

470

(3)

Management Processes

473

(1)

Selection Techniques

473

(1)

Development and Training

474

(1)

Rewards and Incentives

474

(2)

Performance Management

474

(1)

Pay Systems and Rewards

475

(1)

Summary: HR Systems

476

(1)

People Policies and TQM: Teams and Teamwork

476

(6)

Teams in TQM

477

(1)

Building Teams

478

(4)

Leadership Roles in Teams

482

(1)

Self-Managing Work Teams

483

(1)

Unions and Total Quality Management

484

(2)

Empowering Organizational Members

486

(2)

Summary

488

(1)

Key Terms

488

(1)

Assignments

489

(1)

Developing Performance and Task Deployment Assignment

489

(5)

Case Study: Upper Valley Health Clinic

494

(5)

Bibliography

499

(2)

TQM and the Product Development Process

501

(30)

Introduction

501

(1)

Structuring the Development Process

502

(5)

Structuring the Work

502

(3)

Aggregate Project Plan

505

(1)

Organizing the Resources

505

(2)

Defining the Product

507

(4)

The ``Fuzzy Front End''

508

(1)

Consequences of Poor Definition and Management

508

(1)

Product Definition

508

(1)

Identifying Customer Requirements

509

(1)

Setting Target Specifications

509

(1)

Creating Concepts

510

(1)

Selecting and Refining a Concept

511

(1)

Designing and Developing the Product

511

(6)

Architecture and Modularity

512

(1)

Advantages of Modularity

512

(1)

Conscious Architecture

512

(1)

Design for Manufacturability

513

(1)

Design for Assembly

514

(1)

Design to Cost

515

(1)

Design for Usability

515

(1)

Prototype-Test-and-Refine

516

(1)

Concurrent Engineering

517

(1)

Design Iterations

518

(1)

Design Structure Matrix

518

(1)

Implementing Concurrent Engineering

519

(1)

Summary

519

(1)

Key Terms

520

(1)

Assignments

520

(2)

Case Study: Plus Development Corp (A)---Abridged

522

(7)

Bibliography

529

(2)

Reengineering and TQM: The Role of Information Technology

531

(30)

IT and Process Improvement

532

(3)

Differences Between TQM and Reengineering

532

(1)

The Impact of IT on the Bottom Line

533

(1)

Making an Impact with IT

534

(1)

A Reengineering Methodology

535

(11)

Business Goals and Constraints

535

(3)

Selecting a Process for Improvement

538

(2)

Creating the New IT-Based Process

540

(1)

Developing the Systems and the Organization Structures

541

(3)

Effecting the Culture Change and Implementing the System

544

(2)

Post-Reengineering

546

(1)

Quality Information Systems

547

(9)

Communication of QI Team Activities

547

(1)

Process-Related Information for QI Teams

548

(2)

Operational Information to Support Corporate Goals

550

(6)

Summary

556

(1)

Key Terms

557

(1)

Assignments

557

(1)

Case Study: Morewood Enterprises

558

(1)

Bibliography

559

(2)

Benchmarking

561

(34)

Introduction

561

(2)

Traditional Approaches to Gathering Information

563

(1)

The Evolution of Benchmarking

564

(2)

Competitive Benchmarking

566

(4)

Benchmarking Product Characteristics

566

(1)

Benchmarking Product Costs

567

(1)

Examples of Cost Benchmarking

568

(2)

Process Benchmarking

570

(7)

An Example of Process Benchmarking

572

(1)

Process Flow Mapping

573

(4)

Strategic Benchmarking

577

(4)

An Example---Benchmarking Diversity

578

(3)

Key Issues in Benchmarking

581

(3)

What Should Be Benchmarked?

581

(1)

Who Should Be on the Team?

581

(1)

Who Should Be Selected as Benchmarking Partners?

582

(1)

What Legal Issues Are Involved?

583

(1)

What Are Some Common Pitfalls?

584

(1)

The Partner's Perspective

584

(4)

Handling Benchmarking Requests

585

(1)

Benefits of Being a Host

586

(1)

Criteria for Screening Requests

586

(1)

Maximizing the Benefit from an Information Exchange

587

(1)

Summary

588

(1)

Key Terms

588

(1)

Assignments

589

(2)

Case Study: Simon Alphin: The Benchmarking Study

591

(1)

Case Study: Shawmut Industrials---Marta's Visit

592

(1)

Bibliography

593

(2)

Landmarks on the TQM Road

595

(25)

Others That Failed

596

(1)

Some Who Are Succeeding

597

(2)

The Wallace Company

599

(2)

Florida Power & Light

601

(1)

The Xerox Story

602

(9)

Building Union Support for TQM

604

(2)

Building Management Support for TQM

606

(3)

Xerox after Winning the Baldrige

609

(2)

Landmarks on the TQM Road

611

(7)

The First Landmark: Awareness

611

(2)

The Second Landmark: Understanding

613

(2)

The Third Landmark: Maturity

615

(3)

Summary

618

(1)

Assignments

618

(1)

Bibliography

619

(1)

Author Index

620

(2)

Subject Index

622

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Total Quality Management A Cross Functional Perspective

Summary

Author Biography

Table of Contents

Supplemental Materials