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Victor E. Sower is the author of Essentials of Quality with Cases and Experiential Exercises, published by Wiley.
Preface | p. xi |
Acknowledgments | p. xv |
About the Author | p. xix |
Quality Basics | p. 1 |
Introduction to Quality | p. 3 |
Chapter Objectives | p. 3 |
Why Study Quality? | p. 4 |
History of Quality | p. 4 |
The Definition of Quality | p. 4 |
Modern Definitions of Quality | p. 5 |
Product Quality | p. 7 |
Service Quality | p. 8 |
Different Approaches to Defining Quality | p. 9 |
Five Approaches to Defining Quality | p. 10 |
Major Contributors to Our Understanding of Quality | p. 11 |
Summary | p. 19 |
Quality Definitions | p. 20 |
Discussion Questions | p. 20 |
The Battle of the Gurus | p. 21 |
Exercises and Activities | p. 22 |
Supplementary Readings | p. 23 |
References | p. 23 |
Strategic Quality Management and Operationalizing Quality | p. 25 |
Chapter Objectives | p. 25 |
Strategic Quality Management | p. 26 |
The Strategic Planning Process | p. 28 |
Strategic Deployment | p. 31 |
Evaluation and Control | p. 31 |
Approaches to Monitoring Progress toward Strategic Goals | p. 33 |
Dimensions, Measures, and Metrics | p. 34 |
Methods of Obtaining Input from Customers | p. 39 |
Focus Groups | p. 40 |
Surveys | p. 42 |
Focus Groups and Surveys in Combination | p. 43 |
Summary | p. 43 |
Discussion Questions | p. 43 |
Problems | p. 44 |
Second National Bank | p. 47 |
Exercises and Activities | p. 48 |
Supplementary Readings | p. 49 |
References | p. 49 |
Quality of Design | p. 51 |
Designing Quality into Products and Services | p. 53 |
Chapter Objectives | p. 53 |
The Seven Management Tools | p. 54 |
Quality Function Deployment | p. 57 |
Design for Six Sigma | p. 59 |
Taguchi Robustness Concepts | p. 60 |
Reliability | p. 60 |
Types of Reliability Systems | p. 61 |
Reliability Life Characteristic Concept (e.g., Bathtub Curve) | p. 67 |
Mean Time Between Failures | p. 69 |
Modeling Product Life with Normal Distribution | p. 71 |
Risk Assessment Tools and Risk Prevention | p. 72 |
Failure Mode and Effects Analysis | p. 73 |
Fault Tree Analysis (FTA) | p. 76 |
Error Proofing | p. 77 |
Summary | p. 78 |
Discussion Questions | p. 78 |
Problems | p. 79 |
Building the Better Mouse | p. 82 |
Exercises and Activities | p. 82 |
Supplementary Readings | p. 83 |
References | p. 83 |
Innovation and Creativity in Quality | p. 85 |
Chapter Objectives | p. 85 |
Breakthrough (Radical) Improvement versus Incremental Improvement | p. 86 |
Increasing Creativity | p. 88 |
Organizational versus Individual Creativity | p. 91 |
Designing the Innovative Organization | p. 91 |
Elements of a Creative Organization | p. 92 |
Tools and Techniques for Increasing Organizational Creativity | p. 95 |
Increasing Individual Creativity | p. 95 |
Myths about Individual Creativity | p. 95 |
The Importance of Technological Forecasting | p. 96 |
Summary | p. 99 |
Discussion Questions | p. 99 |
Smallburg Community Bank | p. 100 |
Exercises and Activities | p. 100 |
Supplementary Readings | p. 102 |
References | p. 102 |
Quality Systems to Assure Conformance to Design | p. 105 |
Quality Systems and Quality Systems Auditing | p. 107 |
Chapter Objectives | p. 107 |
Quality Management Systems | p. 108 |
Elements of a Quality Management System | p. 108 |
ISO 9000 | p. 109 |
IS0/TS 16949 and QS-9000 | p. 111 |
Malcolm Baldrige National Quality Award (MBNQA) | p. 117 |
Other Approaches | p. 118 |
Six Sigma | p. 119 |
Quality Auditing | p. 120 |
Specific Types of Quality Audits | p. 120 |
Performing a Quality System Audit | p. 122 |
Quality Information Systems | p. 123 |
Data Accuracy and Security | p. 124 |
Quality Documentation Systems | p. 126 |
Making Data Useful-Information Flows | p. 128 |
Summary | p. 129 |
Discussion Questions | p. 129 |
The First Audit | p. 130 |
Exercises and Activities | p. 131 |
Supplementary Readings | p. 132 |
References | p. 132 |
Product, Process, and Materials Control | p. 135 |
Chapter Objectives | p. 135 |
Work Instructions | p. 136 |
Classification of Quality Characteristics and Defects | p. 138 |
Identification of Materials and Status | p. 140 |
Lot Traceability | p. 141 |
Materials Segregation Practices | p. 142 |
Materials Review Board Criteria and Procedures | p. 143 |
Supplier Management | p. 145 |
Supplier Selection | p. 146 |
Supplier Evaluation | p. 147 |
Summary | p. 148 |
Discussion Questions | p. 148 |
The Case of the Missing Lot | p. 149 |
Exercises and Activities | p. 150 |
Supplementary Readings | p. 150 |
References | p. 150 |
Experimental Design | p. 153 |
Chapter Objectives | p. 153 |
Basic Concepts and Definitions | p. 155 |
Experimental Design Characteristics | p. 158 |
Types of Design | p. 159 |
Single-Factor Design | p. 159 |
One-Factor-at-a-Time Design | p. 159 |
Full-Factorial Design | p. 161 |
Fractional Factorial Design | p. 163 |
Analysis of Results | p. 164 |
Taguchi Methods of Experimental Design | p. 167 |
Summary | p. 170 |
Discussion Questions | p. 170 |
Problems | p. 171 |
The Case of the Variable Laminates | p. 173 |
Exercises and Activities | p. 174 |
Supplementary Readings | p. 176 |
References | p. 176 |
Control and Improvement of Quality | p. 177 |
Quality Improvement Tools | p. 179 |
Chapter Objectives | p. 179 |
The Problem-Solving Process | p. 180 |
The Seven Tools of Quality | p. 182 |
Approaches to Continuous Quality Improvement | p. 193 |
PDSA | p. 194 |
DMAIC | p. 194 |
Benchmarking | p. 195 |
Summary | p. 197 |
Discussion Questions | p. 197 |
Problems | p. 198 |
Sour Grape Ice Cream | p. 201 |
The Westover Wire Works | p. 202 |
Exercises and Activities | p. 206 |
Supplementary Readings | p. 209 |
References | p. 209 |
Metrology, Inspection, and Testing | p. 211 |
Chapter Objectives | p. 211 |
Metrology | p. 212 |
Types of Gauges | p. 213 |
Accuracy and Precision | p. 216 |
Nondestructive Testing and Evaluation | p. 223 |
Summary | p. 223 |
Discussion Questions | p. 224 |
Problems | p. 224 |
Somebody's Got a Problem | p. 227 |
Exercises and Activities | p. 227 |
Supplementary Readings | p. 228 |
References | p. 228 |
Statistical Process Control | p. 229 |
Chapter Objectives | p. 229 |
SPC and Variation | p. 230 |
Types of Data | p. 231 |
Variables Control Charts | p. 231 |
Concept of the Control Chart | p. 232 |
Out of Control Signals | p. 233 |
Patterns Leading to Modifying Control Limits | p. 234 |
Constructing Variables Control Charts | p. 236 |
x-Bar and Range Charts | p. 237 |
x-Bar and s-Charts | p. 241 |
Individual/Moving Range Charts | p. 244 |
A Special Form of the x-bar Control Chart for Short Production Runs | p. 246 |
Attributes Control Charts | p. 249 |
Control Charts for Nonconforming Units | p. 250 |
Control Charts for Nonconformities (Defects) | p. 253 |
Process Capability | p. 257 |
Summary | p. 262 |
Discussion Questions | p. 262 |
Problems | p. 263 |
Middle County Hospital | p. 270 |
Precise Molded Products, Inc. | p. 274 |
Exercises and Activities | p. 279 |
Supplementary Readings | p. 279 |
References | p. 279 |
Acceptance Sampling | p. 281 |
Chapter Objectives | p. 281 |
When Acceptance Sampling is Appropriate | p. 281 |
Fundamentals of Sampling Theory | p. 283 |
Assessing Risk in Sampling Plans | p. 284 |
Methods of Sampling | p. 289 |
Sampling Types | p. 291 |
Sampling Plans | p. 292 |
Sampling Inspection by Attributes | p. 292 |
Sampling Inspection by Variables | p. 301 |
Dodge-Romig Sampling Plans | p. 304 |
Summary | p. 306 |
Discussion Questions | p. 306 |
Problems | p. 307 |
The Turkell Stud Mill | p. 308 |
Exercises and Activities | p. 309 |
Supplementary Readings | p. 310 |
References | p. 310 |
Quality Costs | p. 311 |
Chapter Objectives | p. 311 |
The Categories of Quality Costs | p. 312 |
The Goal of a COQ System | p. 315 |
COQ Data Collection, Interpretation, and Reporting | p. 318 |
Integrating Quality Costs into the Quality Improvement System | p. 321 |
Summary | p. 324 |
Discussion Questions | p. 324 |
Problems | p. 325 |
HI-HO YO-YO, Inc. | p. 327 |
Acme, Ltd. | p. 330 |
Exercises and Activities | p. 330 |
Supplementary Readings | p. 330 |
References | p. 331 |
Quality Management | p. 333 |
Human Factors in Quality | p. 335 |
Chapter Objectives | p. 335 |
Barriers to Quality Improvement Efforts | p. 336 |
Human Resource Management | p. 336 |
Motivation Theories | p. 337 |
Integration of the Classic Motivational Theories | p. 339 |
Process Theories or Motivation | p. 340 |
Employee Involvement and Teams | p. 340 |
The Care and Feeding of Teams | p. 341 |
Organization and Implementation of Quality Teams | p. 341 |
Principles of Team Leadership and Facilitation | p. 342 |
What is a Team? | p. 342 |
Who Makes up a Team? | p. 342 |
Roles and Responsibilities of the Team Leader | p. 343 |
Selecting Team Members | p. 346 |
Roles and Responsibilities of the Team Members | p. 346 |
Roles and Responsibilities of the Facilitator | p. 347 |
Critical Action Items in the Team Life Cycle | p. 347 |
What Is a Team Charter? | p. 347 |
General Information and Guidelines for Teams | p. 351 |
Team Dynamics Management and Conflict Resolution | p. 352 |
Stages of Group Development | p. 354 |
Forming | p. 354 |
Storming | p. 355 |
Norming | p. 356 |
Performing | p. 357 |
Creating a Win-Win Situation | p. 358 |
Consensus | p. 358 |
Professional and Ethical Standards | p. 361 |
Summary | p. 362 |
Discussion Questions | p. 363 |
Tom's Team | p. 363 |
Self Directed Work Teams at BHI | p. 364 |
Exercises and Activities | p. 368 |
Supplementary Reading | p. 368 |
References | p. 369 |
Table of Four-Digit Random Numbers | p. 371 |
Standard Normal Distribution Table | p. 373 |
Bibliography | p. 375 |
Index | p. 385 |
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