What Every Manager Should Know about Quality

Cover -- Half Title -- Title Page -- Copyright Page -- Preface -- Contents -- 1: Basic Concepts of Quality Control -- WHAT IS QUALITY? -- WHAT IS CONTROL? -- THE QUALITY CONTROL SYSTEM -- Establishing Quality Guidelines -- Building Quality into the Design -- Procurement Quality Function -- In-Process and Finished Product Quality Planning -- Inspection and Test Planning -- Control of Nonconforming Material -- Customer Complaints -- Education and Training for Quality -- INSPECTION AND TESTING -- QUALITY AND THE LAW -- SUMMARY -- 2: Vendor Quality Assurance -- ETHICS AND HUMAN RELATIONS -- SCOPE OF VENDOR QUALITY CONTROL -- VENDOR QUALITY SYSTEMS -- MULTIPLE VENDORS -- EVALUATING VENDOR QUALITY CAPABILITY -- VENDOR QUALITY PLANNING -- POSTAWARD SURVEILLANCE -- SPECIAL PROCESSES -- QUALITY RECORDS -- VENDOR RATING SCHEMES -- PROCUREMENT STANDARDS AND SPECIFICATIONS -- SUMMARY -- 3: Human Resources and Quality -- BASIC PRINCIPLES OF INDUSTRIAL PSYCHOLOGY -- Maslow's Hierarchy of Needs -- Herzberg's Hygiene Theory -- Theories X, Y, and Z -- OPERATOR- VERSUS MANAGEMENTCONTROLLABLEPROBLEMS -- The Operators Know What They Are Supposed to Do -- The Operators Know What They Are Actually Doing -- The Operators Have the Responsibility, Authority, Skill, and Tools Necessary to Correct the Problems -- CATEGORIES OF HUMAN ERRORS -- Inadvertent Errors -- Technique Errors -- Willful Errors (Sabotage) -- SUMMARY -- 4: Quality Organization and Management -- QUALITY POLICY -- COMPANY ORGANIZATION FOR QUALITY -- Work Elements -- TASKS AND THE TOTAL QUALITY SYSTEM -- TQS Policy -- TQS Requirements -- TQS Measurement Systems -- TQS Audit -- TQS Feedback -- Improvement -- THE QUALITY MANUAL -- QUALITY COSTS -- IMPACT OF QUALITY COSTS ON PROFITABILITY* -- Failure Costs -- SUMMARY -- 5: Quality Information Systems -- PLANNING A QIS -- INPUTS -- SOFTWARE AND HARDWARE

DATA PROCESSING -- OFF-LINE ANALYSIS -- REPORTING -- CASE STUDY -- SUMMARY -- 6: Probability and Statistics for Quality Control -- PROBABILITY -- VENN DIAGRAMS -- DISCRETE PROBABILITY DISTRIBUTIONS -- SAMPLING WITHOUT REPLACEMENT -- SAMPLING WITH REPLACEMENT -- OCCURRENCES PER UNIT -- CONTINUOUS PROBABILITY DISTRIBUTIONS -- EXPONENTIAL DISTRIBUTION -- STATISTICAL INFERENCE AND HYPOTHESIS TESTING -- NOTES -- SUMMARY -- 7: Statistical Process Control -- DISTRIBUTIONS -- CENTRAL LIMIT THEOREM -- REPRESENTING VARIATION IN A PROCESS -- Measures of Central Tendency -- Measures of Dispersion -- PREVENTION VERSUS DETECTION -- CAUSE-AND-EFFECT DIAGRAMS -- CEDAC -- DESCRIPTIVE DATA ANALYSIS -- Pareto Analysis -- How to Perform a Pareto Analysis -- Histograms -- How to Construct a Histogram -- Average and Range Charts -- How to Prepare and Analyze Average and Range Charts -- Control Charts for Proportion Defective (p Charts) -- How to Prepare and Analyze p Charts -- Other SPC Techniques -- Process Capability Analysis -- How to Perform Process Capability Studies, a 10-Step Plan -- Statistical Analysis of Process Capability Data -- SUMMARY -- 8: New Quality Technologies -- STATISTICAL DESIGN OF EXPERIMENTS -- TERMINOLOGY -- THE "TRADITIONAL APPROACH" VERSUS STATISTICALLY DESIGNED EXPERIMENTS -- TAGUCHI METHODS -- Summary of the Taguchi Method -- What Is a Taguchi Experiment? -- QFD -- THE SEVEN-M-TOOLS -- SUMMARY -- 9: The Modern Approach to Quality Management -- DIFFERENCES -- MEASURING QUALITY -- QUALITY CIRCLES -- VENDOR RELATIONS -- EMPLOYEE RELATIONS -- QUALITY AND MARKETING -- JUST IN TIME -- PERFECTION VERSUS AQL -- AMERICAN INNOVATORS -- SUMMARY -- 10: The Malcolm Baldrige National Quality Award -- HISTORY -- AWARD CATEGORIES AND NUMBER OF AWARDS -- OVERVIEW OF THE APPLICATION GUIDELINES -- Scoring -- THE APPLICATION AND EXAMINATION PROCESSES

THE APPLICATION EXPERIENCE -- WINNING STRATEGIES -- Globe Metallurgical, Inc. (1988) -- Milliken & Company (1989) -- Motorola (1988) -- Westinghouse Commercial Nuclear Fuel Division (1988) -- Xerox Business Products and Systems (1989) -- BALDRIGE AWARD VERSUS DEMING PRIZE -- THE FUTURE OF THE BALDRIGE AWARD -- 11: Total Quality Management -- GOALS -- Short-Range Goals (1 year) -- Mid-Range Goals (3 years) -- Long-Range Goals (7 years) -- TQM EDUCATION AND TRAINING -- TQM KEY FEATURES -- STARTING TQM -- Demonstrate Leadership -- Build Awareness -- Open and Maintain Lines of Communication -- Create a Constancy of Purpose -- Focus on the Customer -- Choose Early Efforts in Visible Areas Critical to Success -- Develop Teamwork -- Provide Support, Training, and Education -- Build Trust and Respect -- Create an Environment in Which Continuous Improvement is a Way of Life -- Continuously Improve all Processes -- Expand Culture to Suppliers -- Conclusion -- Appendix -- References -- Index