| Preface |
|
ix | (1) |
| Acknowledgments |
|
xii | |
| PART ONE Background for Quality |
|
1 | (58) |
|
The Collapse of Prevailing Wisdom |
|
|
3 | (10) |
|
|
|
|
|
|
|
|
13 | (34) |
|
Some Basics of Statistical Quality Control |
|
|
13 | (19) |
|
|
|
|
|
|
A Generic Concept of Marketing |
|
|
32 | (15) |
|
|
|
|
|
|
|
|
47 | (12) |
|
The Promise and Shortcomings of Total Quality |
|
|
47 | (12) |
|
|
|
|
|
|
|
|
|
|
| PART TWO Quality by Industry |
|
59 | (170) |
|
|
|
61 | (38) |
|
1996 Manufacturing Outlook: The Dawning of Relationship-Based Competition |
|
|
61 | (8) |
|
|
|
|
|
|
|
|
|
|
|
Process Redesign and the Successful Turnaround of Shasta Industries |
|
|
69 | (12) |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Achieving Strategic Agility through Economies of Knowledge |
|
|
81 | (10) |
|
|
|
|
|
|
Cellular Manufacturing for Small Manufacturers |
|
|
91 | (8) |
|
|
|
|
|
|
|
|
99 | (16) |
|
|
|
99 | (9) |
|
|
|
|
|
|
|
|
|
|
|
Improving Customer Service in Call Centers |
|
|
108 | (7) |
|
|
|
|
|
|
|
|
115 | (114) |
|
|
|
115 | (23) |
|
State and Local Governments: Quality in 1996 |
|
|
115 | (7) |
|
|
|
|
|
|
Could a Dose of Deming Transform Government? |
|
|
122 | (8) |
|
|
|
|
|
|
|
|
130 | (8) |
|
The National Performance Review Staff |
|
|
|
|
|
|
|
138 | (24) |
|
Hospital Sets New Standard as Closure Approaches: Quality Is Continuous |
|
|
138 | (8) |
|
|
|
|
|
|
|
|
146 | (6) |
|
|
|
|
|
|
Reengineering or Rebirth? |
|
|
152 | (10) |
|
|
|
|
|
|
|
|
162 | (32) |
|
Is Higher Education Ready for the Twenty-First Century? |
|
|
162 | (6) |
|
|
|
|
|
|
TQM in the College Classroom |
|
|
168 | (7) |
|
|
|
|
|
|
Inside Track to the Future |
|
|
175 | (13) |
|
|
|
|
|
|
|
|
|
|
|
Quality in Business Education |
|
|
188 | (6) |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
194 | (35) |
|
Quality Management in Schools: 1996 |
|
|
194 | (11) |
|
|
|
|
|
|
Total Quality Applied in the Classroom |
|
|
205 | (5) |
|
|
|
|
|
|
Quality Excellence in Education |
|
|
210 | (8) |
|
|
|
|
|
|
Sharing the Wealth: TQM Spreads from Business to Education |
|
|
218 | (11) |
|
|
|
|
|
|
|
|
|
|
| PART THREE Implementing Quality |
|
229 | (402) |
|
|
|
231 | (193) |
|
|
|
231 | (12) |
|
Reinventing Strategic Planning |
|
|
231 | (12) |
|
|
|
|
|
|
|
|
243 | (42) |
|
Managing for Tomorrow's Competitiveness Today |
|
|
243 | (11) |
|
|
|
|
|
|
Power in Organizations: A Look through the TQM Lens |
|
|
254 | (13) |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
How to Work with, instead of against, Millions of Years of Social Primate Evolution or "How to Start Monkeying Around and Be a More Effective Leader" |
|
|
267 | (10) |
|
|
|
|
|
|
The Failure of Participatory Management |
|
|
277 | (8) |
|
|
|
|
|
|
|
|
285 | (30) |
|
Connecting Culture to Organizational Change |
|
|
285 | (8) |
|
|
|
|
|
|
|
|
293 | (8) |
|
|
|
|
|
|
Xerox 2000: From Survival to Opportunity |
|
|
301 | (14) |
|
|
|
|
|
|
|
|
315 | (31) |
|
Maximizing Consumer Quality Begins With Maximizing the Value of Your Brand |
|
|
315 | (7) |
|
|
|
|
|
|
Customer Loyalty: Playing for Keeps |
|
|
322 | (12) |
|
|
|
|
|
|
|
|
|
|
|
Plugging In to Your Customers' Needs |
|
|
334 | (6) |
|
|
|
|
|
|
|
|
340 | (6) |
|
|
|
|
|
|
|
|
346 | (14) |
|
Measuring ROI: The Fifth Level of Evaluation |
|
|
346 | (6) |
|
|
|
|
|
|
|
|
352 | (8) |
|
|
|
|
|
|
|
|
|
|
|
|
|
360 | (37) |
|
Teams in the Age of Systems |
|
|
360 | (16) |
|
|
|
|
|
|
|
|
376 | (8) |
|
|
|
|
|
|
|
|
|
|
|
Self-Directed Work Teams: A Guide to Implementation |
|
|
384 | (13) |
|
|
|
|
|
|
|
|
|
|
|
Systems Thinking/Learning Organizations |
|
|
397 | (17) |
|
Self-Organization: The Irresistible Future of Organizing |
|
|
397 | (10) |
|
|
|
|
|
|
|
|
|
|
|
Strategic Process Improvement through Organizational Learning |
|
|
407 | (7) |
|
|
|
|
|
|
|
|
|
|
|
|
|
414 | (10) |
|
TQM Can Be DOA Without a Proper Communications Plan |
|
|
414 | (5) |
|
|
|
|
|
|
|
|
419 | (5) |
|
|
|
|
|
|
QUALITY TOOLS AND TECHNIQUES |
|
|
424 | (67) |
|
|
|
424 | (19) |
|
Why Did Reengineering Die? |
|
|
424 | (7) |
|
|
|
|
|
|
The Missing Piece in Reengineering |
|
|
431 | (12) |
|
|
|
|
|
|
|
|
|
|
|
|
|
443 | (12) |
|
What Benchmarking Books Don't Tell You |
|
|
443 | (8) |
|
|
|
|
|
|
|
|
|
|
|
Benchmarking is Not an Instant Hit |
|
|
451 | (4) |
|
|
|
|
|
|
Process Management and Measurement |
|
|
455 | (36) |
|
From Balanced Scorecard to Strategic Gauges: Is Measurement Worth It? |
|
|
455 | (10) |
|
|
|
|
|
|
|
|
|
|
|
The Effects of SPC on the Target of Process Quality Improvement |
|
|
465 | (17) |
|
|
|
|
|
|
Simplify Your Approach to Performance Measurement |
|
|
482 | (6) |
|
|
|
|
|
|
When Do I Recalculate My Limits? |
|
|
488 | (3) |
|
|
|
|
|
|
|
|
491 | (107) |
|
|
|
491 | (26) |
|
|
|
491 | (10) |
|
|
|
|
|
|
At CAT They're Driving Supplier Integration into the Design Process |
|
|
501 | (5) |
|
|
|
|
|
|
Five Ways to Improve the Contracting Process |
|
|
506 | (11) |
|
|
|
|
|
|
|
|
517 | (11) |
|
Seven Trends of Highly Effective Warehouses |
|
|
517 | (5) |
|
|
|
|
|
|
|
|
522 | (6) |
|
|
|
|
|
|
Information Technology and Management |
|
|
528 | (11) |
|
|
|
528 | (6) |
|
|
|
|
|
|
Data Warehouses: Build Them for Decision-Making Power |
|
|
534 | (5) |
|
|
|
|
|
|
|
|
539 | (16) |
|
ABC and High Technology: A Story with a Moral |
|
|
539 | (8) |
|
|
|
|
|
|
|
|
|
|
|
From Activity-Based Costing to Throughput Accounting |
|
|
547 | (8) |
|
|
|
|
|
|
|
|
555 | (20) |
|
Your Product Development Process Demands Ongoing Improvement |
|
|
555 | (12) |
|
|
|
|
|
|
Early Supplier Involvement: Leveraging Know-How for Better Product Development |
|
|
567 | (8) |
|
|
|
|
|
|
|
|
|
|
|
|
|
575 | (23) |
|
Do Employee Involvement and TQM Programs Work? |
|
|
575 | (8) |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
World Class Suggestion Systems Still Work Well |
|
|
583 | (8) |
|
|
|
|
|
|
Gainsharing: A Lemon or Lemonade? |
|
|
591 | (7) |
|
|
|
|
|
|
STANDARDS AND ASSESSMENTS |
|
|
598 | (33) |
|
|
|
598 | (27) |
|
Now That You're Registered... |
|
|
598 | (6) |
|
|
|
|
|
|
ISO 9000: A Practical Step-By-Step Approach |
|
|
604 | (8) |
|
|
|
|
|
|
|
|
|
|
|
ISO 14001 Certification: Are You Ready? |
|
|
612 | (8) |
|
|
|
|
|
|
|
|
|
|
|
Weighing Alternative ISO 9000 Registration: Not for All Companies |
|
|
620 | (5) |
|
|
|
|
|
|
Baldrige Criteria/Quality Audits |
|
|
625 | (6) |
|
Is the Baldrige Still Meaningful? |
|
|
625 | (6) |
|
|
|
|
|
| PART FOUR Quality References |
|
631 | |
| Annotated Bibliography |
|
633 | (35) |
| On-Line Quality Services |
|
668 | (18) |
| Directory of Magazines and Journals |
|
686 | (18) |
| Directory of Business Organizations |
|
704 | (39) |
| Quality Quotes |
|
743 | (15) |
| 1996 Baldrige Award Winners |
|
758 | (8) |
| 1997 Baldrige Award Criteria |
|
766 | (15) |
| Index |
|
781 | |
Other versions by this Author
