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

by Evans, James R.; Lindsay, William M.

• ISBN13: 9780324202236
• ISBN10: 0324202237
• Edition: 6th
• Format: Hardcover
• Copyright: 2004-04-02
• Publisher: South-Western College Pub

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