Managing Quality : An Essential Guide and Resource Gateway.

Intro -- Epigraph -- Title page -- Copyright -- List of Boxes -- Acknowledgements -- Preface -- About the Authors -- The Editors -- Contributors -- Part One The Development and Introduction of Total Quality Management (TQM) -- Chapter 1 TQM: An Overview and the Role of Management -- Introduction -- What is Quality? -- Why is Quality Important? -- The Evolution of Quality Management -- The Key Elements of TQM -- The Need for Senior Managers to Get Involved in TQM -- What Senior Managers Need to Know about TQM -- What Senior Managers Need to Do about TQM -- Summary -- References -- Chapter 2 The Received Wisdom on TQM -- Introduction -- Crosby (1926-2001) -- Deming (1900-1993) -- Feigenbaum (1922-2014) -- Juran (1904-2008) -- Are the Approaches of these Gurus Different? -- Imai (b. 1930) -- Ishikawa (1915-1989) -- Shingo (1909-1990) -- Taguchi (1924-2012) -- Japanese-Style Total Quality -- Summary -- References -- Chapter 3 The Introduction and a Framework for TQM -- Introduction -- Change and Continuous Improvement -- Forces for Change -- How Do Companies Get Started? -- Approaches to TQM -- A Framework for the Introduction of TQM -- Organizing -- Systems and Techniques -- Measurement and Feedback -- Changing the Culture -- Use of the Framework -- Outcomes -- Summary -- Notes -- References -- Part Two The Business Context of TQM -- Chapter 4 Poli Deployment -- Introduction -- Definitions: Poli Deployment -- What is Poli Deployment? -- What Policy Deployment is Not -- The Policy Deployment Process -- A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Poli Deployment -- Summary -- References -- Chapter 5 Quality Costing -- Introduction -- Definition and Categorization of Quality Costs -- Collecting Quality Costs -- Some Cost Aspects in Business -- Reporting Quality Costs -- Uses of Quality Costs -- Summary -- References.

Chapter 6 Managing Service Quality -- Introduction -- The Service Environment -- Defining Service Quality -- The Role of Personnel in Service Delivery -- Service Delivery -- Summary -- References -- Chapter 7 Supplier Development -- Introduction -- Long-Term Issues of Partnership -- Barriers to Developing Partnerships -- Conditions of Partnership -- The Issues to be Considered in Partnership -- The Process of Partnership -- Potential Difficulties of Operating Partnerships -- Summary -- References -- Part Three Quality Management Systems, Tools and Techniques -- Chapter 8 Quality Management Systems and the ISO 9000 series -- Introduction -- What is Quality Assurance? -- What is a Quality Management System? -- The Development of Quality Management System Standards -- The ISO 9000 Series of Standards: An Overview -- Implementation Guidelines for ISO 9001 -- Quality Management System Assessment and Registration -- ISO 9000 Series Registration: A Model for Small Companies -- Benefits and Limitations of the ISO 9000 Series of Standards -- Summary -- References -- Chapter 9 Quality Management Tools -- Introduction -- Selecting Tools and Techniques -- Difficulties and Issues Relating to the Use of Tools and Techniques -- Problem-Solving Methodology -- Checklists -- Flowcharts -- Checksheets -- Tally Charts and Histograms -- Graphs -- Pareto Analysis -- Cause-and-Effect Diagrams -- Scatter Diagrams and Regression Analysis -- The Seven Management Tools -- Summary -- References -- Chapter 10 Quality Management Techniques -- Introduction -- Quality Function Deployment -- Design of Experiments -- Failure Mode and Effects Analysis -- Statistical Process Control -- Benchmarking -- Business Process Re-engineering and Value Stream Mapping -- Six Sigma -- References -- Part Four TQM through Continuous Improvement -- Chapter 11 Teams and Teamwork -- Introduction.

The Role of Teams in Continuous Improvement -- Types of Teams -- Evaluation of Teams -- Team Competition -- Guidelines for Developing Effective Teams -- Summary -- References -- Chapter 12 Self-Assessment, Models and Quality Awards -- Introduction -- Quality, TQM, Strategic Process Improvement and Excellence -- Award Models -- The Self-Assessment Process -- Success Factors for Self-Assessment -- Difficulties with Self-Assessment -- Summary -- References -- Chapter 13 Managing Quality: New Challenges -- Introduction -- Developments -- 'Old' Quality Management -- 'New' Quality Management -- TQM and Strategic Process Improvement in the BRIC Economies -- Summary -- References -- Chapter 14 Managing Quality: The Future -- Introduction -- The Importance of Quality -- Quality Management: A Continuous Process -- Measuring Progress towards Quality Management -- Quality Management Issues which Need to be Considered in the Future -- Summary -- References -- Index -- EULA.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.