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The Management and Control of Quality (with CD-ROM and InfoTrac)

by ;
Edition:
6th
ISBN13:

9780324202236

ISBN10:
0324202237
Format:
Hardcover
Pub. Date:
4/2/2004
Publisher(s):
South-Western College Pub
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Summary

The leading book in quality management, The Management and Control of Quality is built on the strength and experience of the author team. Experience as examiners for the Malcolm Baldrige Award, allow both Evans and Lindsay to integrate the framework and essential content of the Malcolm Baldrige National Quality Award criteria throughout. This edition continues to provide a managerially oriented, integrated view with a blend of pertinent technical topics. It contains revised, integrated, and more comprehensive coverage of Six Sigma philosophy, concepts, and techniques. New chapters on Principles of Six Sigma and Design for Six Sigma are included. The new edition also has coverage of most of the Body of Knowledge (BOK) required for ASQ certification as a Certified Quality Manager.

Table of Contents

Preface xvii
1 The Quality System
1(148)
Introduction to Quality
3(46)
The History and Importance of Quality
4(1)
The Age of Craftsmanship
4(1)
Quality Profiles: Clarke American Checks, Inc., and Motorola, Inc.
5(7)
The Early Twentieth Century
6(1)
Post--World War II
7(1)
The U.S. ``Quality Revolution''
8(1)
Early Successes
9(1)
From Product Quality to Performance Excellence
10(1)
Disappointments and Criticism
10(1)
Current and Future Challenges
11(1)
Defining Quality
12(5)
Judgmental Perspective
12(1)
Product-Based Perspective
13(1)
User-Based Perspective
13(1)
Value-Based Perspective
13(1)
Manufacturing-Based Perspective
14(1)
Integrating Perspectives on Quality
14(2)
Customer-Driven Quality
16(1)
Quality as a Management Framework
17(8)
Principles of Total Quality
18(5)
Infrastructure, Practices, and Tools
23(2)
Quality and Competitive Advantage
25(4)
Quality and Business Results
27(2)
Three Levels of Quality
29(1)
Quality and Personal Values
29(3)
Quality in Practice: the Evolution of Quality at Xerox: from Leadership Through Quality to Lean Six Sigma
32(5)
Quality in Practice: Bringing Total Quality Principles to Life at Karlee
37(3)
Review Questions
40(1)
Discussion Questions
40(1)
Projects, Etc.
41(2)
Case Skilled Care Pharmacy
43(4)
A Tale of Two Restaurants
44(1)
A Total Quality Business Model
45(2)
Endnotes
47(1)
Bibliography
48(1)
Total Quality in Organizations
49(42)
Quality and Systems Thinking
50(1)
Quality Profiles: Chugach School District and SSM Health Care
51(1)
Quality in Manufacturing
52(6)
Manufacturing Systems
53(5)
Quality in Services
58(5)
Contrasts with Manufacturing
59(1)
Components of Service System Quality
60(3)
Quality in Health Care
63(2)
Quality in Education
65(7)
Koalaty Kid
67(2)
Quality in Higher Education
69(3)
Quality in Small Businesses and Not-for-Profits
72(2)
Quality in the Public Sector
74(4)
Quality in the Federal Government
74(2)
State and Local Quality Efforts
76(2)
Quality in Practice: Service Quality at the Ritz-Carlton Hotel Company
78(2)
Quality in Practice: Pearl River School District
80(2)
Review Questions
82(1)
Discussion Questions
83(1)
Projects, Etc.
84(1)
Cases Toyota Motor Corporation, Ltd.
85(3)
The Nightmare on Telecom Street
87(1)
Child Focus, Inc.
87(1)
Endnotes
88(2)
Bibliography
90(1)
Philosophies and Frameworks
91(58)
The Deming Philosophy
92(1)
Quality Profiles: Texas Nameplate, Inc., and Sundaram-Clayton
93(13)
Foundations of the Deming Philosophy
94(6)
Deming's 14 Points
100(6)
The Juran Philosophy
106(2)
The Crosby Philosophy
108(2)
Comparisons of Quality Philosophies
110(1)
Other Quality Philosophers
110(3)
A. V. Feigenbaum
110(1)
Kaoru Ishikawa
111(1)
Genichi Taguchi
112(1)
Quality Management Awards and Frameworks
113(1)
The Malcolm Baldrige National Quality Award
113(10)
History and Purpose
114(1)
The Criteria for Performance Excellence
114(6)
Criteria Evolution
120(1)
Using the Baldrige Criteria
121(1)
Impacts of the Baldrige Program
122(1)
Baldrige and Deming
123(1)
International Quality Award Programs
123(5)
The Deming Prize
123(1)
European Quality Award
124(2)
Canadian Awards for Business Excellence
126(1)
Australian Business Excellence Award
126(2)
ISO 9000:2000
128(4)
Structure of the ISO 9000:2000 Standards
128(2)
Factors Leading to ISO 9000:2000
130(1)
Implementation and Registration
131(1)
Benefits of ISO 9000
132(1)
Six Sigma
132(3)
Evolution of Six Sigma
132(2)
Six Sigma as a Quality Framework
134(1)
Baldrige, ISO 9000, and Six Sigma
135(2)
Quality in Practice: Building Business Excellence in Hungary
137(2)
Quality in Practice: Six Sigma Integration at Samsung
139(1)
Review Questions
140(1)
Discussion Questions
141(1)
Projects, Etc.
142(2)
Cases TecSmart Electronics
144(2)
Can Six Sigma Work in Health Care?
145(1)
CapStar Health System, Inc.: Understanding the Organizational Environment
146(1)
GeoOrb Polymers, North America: Understanding the Organizational Environment
146(1)
Endnotes
146(2)
Bibliography
148(1)
2 The Management System
149(328)
Focusing on Customers
151(52)
The Importance of Customer Satisfaction and Loyalty
152(1)
Quality Profiles: Custom Research Incorporated and BI
153(3)
The American Customer Satisfaction Index
155(1)
Creating Satisfied Customers
156(4)
Leading Practices
158(2)
Identifying Customers
160(2)
Customer Segmentation
161(1)
Understanding Customer Needs
162(4)
Gathering and Analyzing Customer Information
166(2)
Customer Relationship Management
168(7)
Accessibility and Commitments
169(1)
Selecting and Developing Customer Contact Employees
169(2)
Customer Contact Requirements
171(1)
Effective Complaint Management
171(2)
Strategic Partnerships and Alliances
173(1)
Exploiting CRM Technology
174(1)
Measuring Customer Satisfaction
175(8)
Designing Satisfaction Surveys
175(4)
Analyzing and Using Customer Feedback
179(2)
Why Many Customer Satisfaction Efforts Fail
181(1)
Customer Perceived Value
182(1)
Customer Focus in the Baldrige Criteria, ISO 9000, and Six Sigma
183(1)
Quality in Practice: Understanding the Voice of the Customer at LaRosa's Pizzerias
184(2)
Quality in Practice: Customer Focus at Amazon.Com
186(2)
Review Questions
188(1)
Discussion Questions
189(3)
Projects, Etc.
192(2)
Cases the Case of the Missing Reservation
194(5)
American Parkinson's Disease Association Center
194(1)
Gold Star Chili: Customer and Market Knowledge
195(4)
CapStar Health Systems: Customer Focus
199(1)
Endnotes
199(2)
Bibliography
201(2)
Leadership and Strategic Planning
203(50)
Leadership for Quality
204(1)
Quality Profiles: Solar Turbines, Inc., and Corning Telecommunications Products Division
205(6)
Leading Practices for Leadership
208(3)
Leadership Theory and Practice
211(3)
Contemporary and Emerging Leadership Theories
212(1)
Applying Leadership Theory in a TQ Environment
213(1)
Creating the Leadership System
214(5)
Leadership and Social Responsibilities
218(1)
Strategic Planning
219(8)
Leading Practices for Strategic Planning
219(3)
Strategy Development
222(2)
Strategy Deployment
224(3)
Linking Human Resource Plans and Business Strategy
227(1)
The Seven Management and Planning Tools
228(1)
Leadership, Strategy, and Organizational Structure
229(3)
Leadership and Strategic Planning in the Baldrige Criteria, ISO 9000, and Six Sigma
232(2)
Quality in Practice: Leadership in the Virgin Group
234(3)
Quality in Practice: Strategic Planning at Branch-Smith Printing Division
237(3)
Review Questions
240(1)
Discussion Questions
240(2)
Problems
242(3)
Projects, Etc.
245(1)
Cases Johnsonville Foods
246(3)
A Strategic Bottleneck
247(1)
Corryville Foundry Company
248(1)
CapStar Health Systems: Leadership and Strategic Planning
249(1)
Endnotes
249(2)
Bibliography
251(2)
Human Resource Practices
253(60)
Quality Profiles: Sunny Fresh Foods and Merrill Lynch Credit Corporation
255(1)
The Scope of Human Resource Management
256(6)
Leading Practices
257(5)
Teams in Organizational Design and Quality Improvement
262(7)
Building Effective Teams
266(2)
Six Sigma Project Teams
268(1)
Designing High-Performance Work Systems
269(25)
Work and Job Design
273(2)
Employee Involvement
275(3)
Empowerment
278(2)
Recruitment and Career Development
280(1)
Training and Education
281(1)
Compensation and Recognition
282(4)
Health, Safety, and Employee Well-Being
286(1)
Motivating Employees
287(2)
Performance Appraisal
289(2)
Measuring Employee Satisfaction and HRM Effectiveness
291(1)
HRM in the Internet Age
292(2)
Human Resource Focus in the Baldrige Criteria, ISO 9000, and Six Sigma
294(1)
Quality in Practice: TD Industries
295(2)
Quality in Practice: L.L. Bean
297(2)
Review Questions
299(1)
Discussion Questions
300(3)
Projects, Etc.
303(1)
Cases The Hopeful Telecommuter
304(4)
Crystal Silicon, Inc.
305(1)
TVS Partnership Proprietary, Ltd., Brisbane, Australia
306(2)
CapStar Health Systems: Human Resource Focus
308(1)
Endnotes
308(3)
Bibliography
311(2)
Process Management
313(58)
Quality Profiles: Stmicroelectronics, Inc.---Region Americas, and Boeing Aircraft and Tanker Programs
315(1)
The Scope of Process Management
316(7)
Leading Practices
318(5)
Product Design Processes
323(8)
Cost, Manufacturability, and Quality
325(1)
Design Quality and Social Responsibility
326(3)
Streamlining the Product Development Process
329(2)
Designing Processes for Quality
331(4)
Special Considerations in Service Process Design
332(3)
Projects as Value-Creation Processes
335(4)
Project Life Cycle Management
336(3)
Process Control
339(6)
Process Control in Services
342(3)
Process Improvement
345(7)
Kaizen
347(1)
Flexibility and Cycle Time Reduction
348(2)
Breakthrough Improvement
350(2)
Process Management in the Baldrige Criteria, ISO 9000, and Six Sigma
352(2)
Quality in Practice: Gold Star Chili: Process Management
354(3)
Quality in Practice: Bringing Process Management to Education
357(2)
Review Questions
359(1)
Discussion Questions
360(2)
Projects, Etc.
362(1)
Cases the State University Experience
363(4)
The PIVOT Initiative at Midwest Bank, Part I
364(2)
Stuart Injection Molding Company
366(1)
CapStar Health Systems: Process Management
367(1)
Endnotes
367(2)
Bibliography
369(2)
Performance Measurement and Strategic Information Management
371(60)
Quality Profiles: Wainwright Industries, Inc. and ADAC Laboratories
373(1)
The Strategic Value of Information
374(4)
Leading Practices
375(3)
The Scope of Performance Measurement
378(8)
The Balanced Scorecard
379(4)
Customer-Focused Measures
383(1)
Product and Service Measures
383(1)
Financial and Market Measures
383(1)
Human Resource Measures
384(1)
Organizational Effectiveness Measures
384(1)
Governance and Social Responsibility Measures
385(1)
The Role of Comparative Data
385(1)
Designing Effective Performance Measurement Systems
386(9)
Linking Measures to Strategy
387(3)
Process-Level Measurements
390(1)
Identifying and Selecting Process Measures
391(2)
Aligning Strategic and Process-Level Measurements
393(2)
Analyzing and Using Performance Data
395(3)
The Cost of Quality
398(4)
Quality Cost Classification
398(3)
Quality Costs in Service Organizations
401(1)
Capturing Quality Costs Through Activity-Based Costing
401(1)
Measuring the Return on Quality
402(1)
Managing Information and Knowledge Assets
403(5)
Data Validity
403(1)
Data Accessibility and Security
404(1)
Knowledge Management
405(3)
Measurement and Information Management in the Baldrige Criteria, ISO 9000, and Six Sigma
408(2)
Quality in Practice: Knowledge Management for Continuous Improvement at Convergys
410(4)
Quality in Practice: Modeling Cause-and-Effect Relationships at IBM Rochester
414(2)
Review Questions
416(1)
Discussion Questions
416(1)
Problems
417(6)
Projects, Etc.
423(1)
Cases Coyote Community College
423(4)
Ultra-Productivity Fasteners, Part I
427(1)
CapStar Health Systems: Information and Analysis
427(1)
Endnotes
427(2)
Bibliography
429(2)
Building and Sustaining Total Quality Organizations
431(46)
Making the Commitment to TQ
432(1)
Quality Profiles: American Electric Power and Pal's Sudden Service
433(1)
Organizational Culture and Total Quality
434(10)
Cultural Change
438(1)
Building on Best Practices
439(2)
The Role of Employees in Cultural Change
441(3)
Change Management
444(4)
Implementation Barriers to Creating a TQ Culture
445(3)
Sustaining the Quality Organization
448(6)
Quality as a Journey
448(2)
The Learning Organization
450(4)
Self-Assessment Processes
454(5)
Leveraging Self-Assessment: The Importance of Follow-Up
458(1)
Implementing ISO 9000, Baldrige, and Six Sigma
459(4)
A View Toward the Future
463(1)
Quality in Practice: the Eastman Way
464(2)
Quality in Practice: Merging Divergent Quality Systems at Honeywell
466(3)
Review Questions
469(1)
Discussion Questions
470(1)
Projects, Etc.
471(1)
Cases The Parable of the Green Lawn
472(2)
The Yellow Brick Road to Quality
473(1)
Westerfield Construction
473(1)
Endnotes
474(2)
Bibliography
476(1)
3 Six Sigma and the Technical System
477(2)
Principles of Six Sigma
479(36)
The Statistical Basis of Six Sigma
480(1)
Quality Profiles: Karlee Company and Los Alamos National Bank
481(3)
Project Selection for Six Sigma
484(2)
Six Sigma Problem Solving
486(8)
The DMAIC Methodology
488(4)
Tools and Techniques
492(1)
Design for Six Sigma
492(2)
Team Processes and Project Management
494(1)
Six Sigma in Services and Small Organizations
494(2)
Six Sigma and Lean Production
496(2)
Lean Six Sigma and Services
498(2)
Quality in Practice: An Application of Six Sigma to Reduce Medical Errors
500(2)
Quality in Practice: Ford's Drive to Six Sigma Quality
502(1)
Review Questions
503(1)
Discussion Questions
504(1)
Problems
505(1)
Projects, Etc.
506(1)
Cases Implementing Six Sigma at GE Fanuc
506(6)
The PIVOT Initiative at Midwest Bank, Part 2
508(4)
Endnotes
512(1)
Bibliography
513(2)
Statistical Thinking and Applications
515(50)
Statistical Thinking
516(1)
Quality Profiles: Granite Rock Company and Branch-Smith Printing Division
517(9)
Deming's Red Bead and Funnel Experiments
520(6)
Statistical Foundations
526(5)
Random Variables and Probability Distributions
526(1)
Sampling
527(4)
Statistical Methodology
531(19)
Descriptive Statistics
532(1)
Statistical Analysis with Microsoft Excel
533(4)
Statistical Inference
537(5)
Enumerative and Analytic Studies
542(1)
Design of Experiments
542(4)
Analysis of Variance (ANOVA)
546(2)
Regression and Correlation
548(2)
Quality in Practice: Improving Quality of a Wave Soldering Process Through Design of Experiments
550(2)
Quality in Practice: Applying Statistical Analysis in a Six Sigma Project at GE Fanuc
552(3)
Review Questions
555(1)
Problems
556(3)
Projects, Etc.
559(1)
Cases The Disciplinary Citation
560(3)
The Quarterly Sales Report
560(2)
The HMO Pharmacy Crisis
562(1)
Endnotes
563(1)
Bibliography
564(1)
Design for Six Sigma
565(70)
Tools for Concept Development
566(1)
Quality Profiles: Dana Corporation-Spicer Driveshaft, and 3M Dental Products Division
567(13)
Quality Function Deployment
568(10)
Concept Engineering
578(2)
Tools for Design Development
580(14)
Design Failure Mode and Effects Analysis
582(1)
Reliability Prediction
582(12)
Tools for Design Optimization
594(4)
The Taguchi Loss Function
594(3)
Optimizing Reliability
597(1)
Tools for Design Verification
598(15)
Reliability Testing
598(1)
Measurement System Evaluation
599(7)
Process Capability Evaluation
606(7)
Quality in Practice: Testing Audio Components at Shure, Inc.
613(2)
Quality in Practice: Applying Quality Function Deployment to a University Support Service
615(4)
Review Questions
619(1)
Problems
620(7)
Projects, Etc.
627(2)
Cases Hydraulic Lift Co.
629(4)
Bloomfield Tool Co.
632(1)
Endnotes
633(1)
Bibliography
634(1)
Tools for Process Improvement
635(52)
Process Improvement Methodologies
636(1)
The Deming Cycle
636(1)
Quality Profiles: Armstrong World Industries Building Products Operations and Xerox Business Services
637(4)
Fade
640(1)
Juran's Breakthrough Sequence
640(1)
Creative Problem Solving
641(1)
Basic Tools for Process Improvement
641(17)
Flowcharts
642(2)
Run Charts and Control Charts
644(4)
Check Sheets
648(1)
Histograms
649(2)
Pareto Diagrams
651(3)
Cause-and-Effect Diagrams
654(1)
Scatter Diagrams
654(4)
Other Tools for Process Improvement
658(5)
Kaizen Blitz
658(1)
Poka-Yoke (Mistake-Proofing)
658(3)
Process Simulation
661(2)
Engaging the Workforce in Process Improvement
663(4)
Skills for Team Leaders
665(1)
Skills for Team Members
666(1)
Quality in Practice: Process Improvement on the Free-Throw Line
667(2)
Quality in Practice: Improving Patient Services at Middletown Regional Hospital
669(2)
Review Questions
671(1)
Discussion Questions
671(5)
Problems
676(4)
Projects, Etc.
680(1)
Cases Readilunch Restaurant
681(3)
National Furniture
682(1)
Janson Medical Clinic
682(2)
Endnotes
684(1)
Bibliography
685(2)
Statistical Process Control
687(2)
Quality Profiles: Trident Precision Manufacturing, Inc. and Operations Management International, Inc.
689(1)
Quality Control Measurements
690(1)
Capability and Control
690(3)
SPC Methodology
693(1)
Control Charts for Variables Data
694(19)
Constructing x and R-Charts and Establishing Statistical Control
694(1)
Interpreting Patterns in Control Charts
695(13)
Process Monitoring and Control
708(2)
Estimating Process Capability
710(2)
Modified Control Limits
712(1)
Excel Spreadsheet Templates
712(1)
Special Control Charts for Variables Data
713(8)
x and s-Charts
713(3)
Charts for Individuals
716(5)
Control Charts for Attributes
721(13)
Fraction Nonconforming (p) Chart
721(2)
Variable Sample Size
723(4)
np-Charts for Number Nonconforming
727(2)
Charts for Defects
729(3)
Choosing Between c- and u-Charts
732(2)
Summary of Control Chart Construction
734(1)
Designing Control Charts
735(4)
Basis for Sampling
735(1)
Sample Size
736(1)
Sampling Frequency
737(1)
Location of Control Limits
737(2)
SPC, ISO 9000:2000, and Six Sigma
739(1)
Controlling Six Sigma Processes
740(1)
Pre-Control
740(2)
Quality in Practice: Applying SPC to Pharmaceutical Product Manufacturing
742(4)
Quality in Practice: Using a U-Chart in a Receiving Process
746(3)
Review Questions
749(1)
Problems
750(7)
Cases La Ventana Window Company
757(2)
Murphy Trucking, Inc.
758(1)
Day Industries
759(1)
Endnotes
759(1)
Bibliography
760
Appendixes
A Areas for the Standard Normal Distribution
1(2)
B Factors for Control Charts
3(1)
C Random Digits
4(1)
D Binomial Probabilities
5(5)
E Poisson Probabilities
10(5)
Values of e-iN
15
Solutions to Even-Numbered Problems 1(1)
Index 1


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