Small Business Total Quality: Huxtable, Neil: 9780412602702: Book: Business & Economics: eCampus.com

Written specifically for small business managers, this book gives a practical step-by-step guide to the implementation of Total Quality Management (TQM). It will assist all small businesses from the recently established entrepreneur-based company employing a handful of people to businesses of 100 staff and above with an established management structure and position within the market place. This book will give practical help and early results and includes actual case studies of successful TQM implementation from a broad cross-section of small businesses.

Foreword

Paul Spenley

Introduction

xii

How to use this book

xvi

Part One BACKGROUND TO TOTAL QUALITY

The small business in context

(6)

Introduction

(1)

Characteristics of the small business

(1)

The family firm

(1)

Small business concerns

(1)

Chapter summary

(2)

Quality - why bother?

(12)

What is Quality?

(2)

Historical background

(3)

BS 5750/ISO 9000 and Total Quality

(3)

Immediate decisions

(1)

Chapter summary

(4)

Part Two PLANNING FOR TOTAL QUALITY

The planning process

(20)

The need for planning

(2)

Commencing the planning process

(5)

Developing a mission statement

(4)

Education, policy and responsibility

(3)

The Quality manager

(3)

Organization design

(2)

Chapter summary

(1)

Quality diagnosis

(16)

Quality review

(1)

Customer review

(5)

Staff opinions

(2)

Business process analysis

(6)

Chapter summary

(2)

The cost of quality

(14)

Definition

(3)

Why calculate the cost of Quality?

(3)

How to calculate the cost of Quality

(6)

Chapter summary

(2)

Customers and suppliers

(16)

The customer

(3)

Internal customer-supplier chains

(6)

Customer care

(1)

External suppliers

(2)

Complaints handling

(2)

Chapter summary

(2)

Leadership

(10)

A typical scenario ...

(1)

Leadership and Quality

(5)

Leadership and communication

(2)

Leadership and recognition

(1)

Leadership and supervision

(1)

Chapter summary

(1)

Team work

(18)

Team dynamics

(5)

Team development

102

(1)

Teamwork and leadership style

103

(2)

Role of the facilitator

105

(1)

Quality implementation team

105

(2)

Corrective action teams (CATs)

107

(2)

Continuous improvement teams (CITs)

109

(2)

Good meeting guide

111

(1)

Chapter summary

112

(3)

Quality measurement and problem-solving

115

(14)

Performance measures

115

(1)

Statistical process control

116

(2)

Benchmarking

118

(4)

The problem-solving cycle

122

(3)

Thoughts of the Japanese

125

(2)

Chapter summary

127

(2)

Quality management systems (BS 5750/ISO 9000)

129

(10)

Introduction

129

(1)

Background

129

(1)

Details of the standard

130

(2)

Quality system documentation

132

(1)

Gaining registration

133

(1)

Marketing Quality Assurance (MQA)

134

(2)

Collaboration of effort

136

(1)

Chapter summary

137

(2)

Investment in staff

139

(20)

Staff empowerment

139

(2)

Quality training needs

141

(1)

An analytical approach

142

(2)

Investors in People

144

(2)

Performance appraisal and reward

146

(4)

Payment systems

150

(2)

Development of a suggestion scheme

152

(2)

Chapter summary

154

(5)

Part Three IMPLEMENTATION OF TOTAL QUALITY

TQM implementation

159

(10)

Where to start?

159

(3)

Understanding and commitment

162

(1)

Getting the management team on board

163

(1)

Planning the implementation

164

(2)

`Quick wins'

166

(1)

Sustaining commitment

166

(1)

Review

167

(1)

Chapter summary

167

(2)

Final thoughts

169

(42)

Some do's and don'ts

169

(1)

Groups and societies

170

(1)

Use of consultants

171

(5)

Quality of life

176

(5)

APPENDICES

A Glossary of terms

181

(6)

B Problem-solving tools and techniques

187

(16)

B.1 Introduction

187

(2)

B.2 Brainstorming

189

(1)

B.3 List reduction

190

(1)

B.4 Paired comparisons

191

(2)

B.5 Cause and effect diagrams

193

(1)

B.6 Force field analysis

194

(1)

B.7 Data collection

195

(1)

B.8 Histograms

196

(1)

B.9 Pareto analysis

197

(1)

B.10 Charts

198

(2)

B.11 Problem-solving log

200

(1)

B.12 Failure mode and effect analysis (FMEA)

201

(2)

C Further reading and video selection

203

(4)

D Useful addresses and sources of further information

207

(4)

Index

211


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